JOB DESCRIPTION / ROLE
DESCRIPTION
- 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.
- 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.
- 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
BASIC QUALIFICATIONS
- Minimum 2 years of customer service or contact centre experience.
- Frontline customer service experience.
PREFERRED QUALIFICATIONS
- Communicating Effectively
- Team Work
- Passion (for excellence & delivery)
- Customer Service Customer Championship
- Technical Expertise & Professional Expertise
- Organizational Alignment
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.
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