Job closed
Job description / Role
About Souq.Com:
Souq.com is the largest ecommerce site in the Arab world. Every month, Souq.com attracts more than 35 million visits to its catalogue of more than 500,000 unique products in 20 different categories, including consumer electronics, household goods, fashion, watches, perfumes, toys, and baby products. Established in 2005, Souq.com today operates both as an award-winning retail business and an online marketplace that allows SMEs, merchants, brands and distributors to distribute their products online.
With more than 2,000 employees, we operate with the scale and ambition of a big corporation, but we cultivate a strong entrepreneurial and nimble mindset to ensure we execute with speed and efficiency. We have offices and local operations in UAE, Egypt, Kingdom of Saudi Arabia and Kuwait, and leading Product and Engineering centres in Jordan and India. We offer competitive salaries and benefits, and a unique opportunity to join the leading player in an ever growing and exciting industry.
Key Responsibilities:
- Deliver first-level support to customers, in line with Souq.com brand values and defined SLAs, in order to successfully resolve customer issues/ complaints.
- Provide comprehensive and knowledgeable information and service to customers regarding retail and market place products and services in order to maintain positive customer satisfaction levels.
- Communicate with customers clearly, with a high-level of proficiency in customer-handling in order to positively present the Souq.com brand and its products and services.
- Perform telesales, upselling, cross selling tasks to increase the over-all achieved sales leads with efficiency.
- Correctly log tickets or activity codes appropriate to the customer issue/query in order to ensure correct assignment of tickets to relevant resolver group and clearly provide the call drivers to management for further resolution/analysis.
- Effectively closing all telephonic sales leads to meet up the designated target.
- Adhere to defined SLAs, time-keeping on the job and timely issue resolution in order to effectively deliver on end to end solution management.
- Contribute to process improvements by suggesting alternative solution and highlighting challenges in order for the Team Leader/management to investigate and possibly improve problem-resolution methods.
- Provides input regarding improvements in processes and methods within the team/unit.
Requirements
- Communicating Effectively
- Team Work
- Passion (for excellence & delivery)
- Customer Service Customer Championship
- Technical Expertise & Professional Expertise
- Organizational Alignment
- Arabic speaker is a must
About the Company
Amazon.ae, formerly Souq.com, is an English-Arabic language e-commerce platform, owned by Amazon, Inc. It is the largest e-commerce platform in the Arab world. On March 28, 2017, Amazon.com Inc. confirmed it would be acquiring Souq.com for $580 million. On May 1, 2019, Souq.com became known as Amazon.ae.