Job description / Role
- 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.
- Minimum 2 years of customer service or contact centre experience.
- Frontline customer service experience.
- Communicating Effectively
- Team Work
- Passion (for excellence & delivery)
- Customer Service Customer Championship
- Technical Expertise & Professional Expertise
- Organizational Alignment
About the Company
Souq.com - the Middle East's online marketplace.
We connect people and products - opening up a world of possibility. From bracelets and backpacks to tablets and toy cars - we give you access to everything you need and want. Our range is unparalleled, and our prices unbeatable.
Driven by smart technology, everything we do is designed to put the power directly in your hands - giving you the freedom to shop however, whenever and wherever you like.
We're trusted by millions, because we don't just deliver to your doorstep, we were born here. With Souq.com you'll always be getting a good deal - with exceptional service that makes your shopping experience as easy and seamless as possible.