Client Support Executive

Job description / Role

Description

- Operate as the first point of contact for requests specific to Clients which require quick resolution.
- Ensure achieving the individual and department KPIs are meeting the required quality and SLAs.
- Schedule orders related to requests from clients, support team, and/or Account Managers.
- Communicate effectively through different channels (Telephone, Emails, Ticketing System, Chat, etc..)
- Achieve high standards of communication through corporate etiquette, business email writing, etc.
- Follow up on the new and unresolved tickets and maintain the agreed SLAs.
- Build and maintain strong, long-lasting relationships with clients.
- Generate and approve Daily CODs and Monthly invoices (ERP, Warehousing, and International). Along with updating related manual trackers.
- Provide full support to other members within the same team or other departments.
- Attend to Order upload requests.
- Booking collection requests.
- Order details update requests
- Follow up on outstanding deliveries.
- Order Cancellation requests.
- Outstanding Returns follow up.
- Citibank uploads and providing aging reports.
- Flexibility to entertain more manual tasks if business need arises.
- Flag recurring issues to concerned departments.
- Build a strong relationship with Account Managers to perform as a team.
- Help educate clients to understand our services and processes.
- Full understanding of Fetchr systems, applications, services, and processes.

Requirements

Requirements

- Bachelor degree
- Excellent verbal and written communication skills (English and Arabic).
- Ability to work within a rapidly growing start-up environment in the service industry.
- Flexibility to work in different time zones.
- Superior customer service ethic.
- Effective time management skills and ability to meet deadlines.
- Ability to perform under pressure and demonstrate initiative.
- Ability to build relationships and work well across functions.
- Attention to detail.
- Strong computer and analytical skills.
- Root Cause Analysis Mentality

Benefits

- Working in a dynamic fast paced environment
- Medical Insurance

About the Company

Founded in 2012, with a cloud technology platform and digital-only approach, Fetchr was born to disrupt the traditional supply chain model.

Fetchr understands what it takes to succeed in the rapidly changing digital world we operate in today.

That’s why our positioning, predictive and machine learning technologies are so uniquely equipped to meet the transport and shipping demands of the generations.

Agility, flexibility, reliability and service customization are part of the Fetchr DNA.

Joining the Fetchr logistics family ensures a seamless brand experience throughout the journey.