Employer TNT Egypt
Job Title Frontline Customer Service Representative
Vacancy Deadline(mm/dd/yy) 9/5/2018
Languages Arabic, Excellent
English, Excellent
Country Egypt
City Giza
Job Category Customer Service, Shipping
Job Type Full Time
Job Level Junior
Description Answer the care Centre available contact channels (telephone, email, web chat, etc in accordance with global service standards.)
Take a proactive approach to customer requirements based on historic transactions available in common CS systems.
Proactively provide customers with accurate product and pricing information based on their needs.
Proactively ensure that customers are aware of necessary paperwork and any special instructions.
Communicate accurate and complete shipments statuses from the common track system.
Provide solutions and alternatives based on customer needs.
Check collection availability from sending customer and arrange consignment note completion.
Check exceptions regularly and proactively call customers to advise of collection problems.
Resolve booking exceptions as required.
Identifies when a customer is making a complaint and follows the agreed global complaint handling process
Wherever possible aims to resolve the complaint during the first contact with the customer
When passing the complaint to an appropriate owner ensures accurate and full details are recorded in the correct system
If requested passes the caller directly to the appropriate complaint owner for action
Conversion of price and transit time enquiries into bookings.
Promote premium products and service options based on customer needs.
Ensures customers are aware of the range of products and services offered by TNT
Identify Special Services opportunities and pass these to SpS or convert to booking as appropriate
Accurately enter the required data into the booking system to facilitate correct and complete consignment collection.
Record accurate details for the Support team follow-up where first call resolution cannot be achieved.
Record accurate details where follow up by another department is required.
Qualifications One-year experience in a customer service environment, Computer literacy Communication skills - verbal and written: communicates effectively with customers and colleagues. Selling skills: ability to up-sell and convert enquiries. Typing skills
Gender Any
Car owner Any
Experience 1 - 2 Years.
Salary (L.E.) Negotiable
Job Contact Email amr.essam@tnt.com
