Employer TNT Egypt
Job Title Senior Customer Service Representative
Vacancy Deadline(mm/dd/yy) 9/5/2018
Languages Arabic, Excellent
English, Excellent
Country Egypt
City Giza
Job Category Customer Service, Call Center
Job Type Full Time
Job Level Senior
Description Act as a point of escalation for dissatisfied customers and Customer Service Representatives handling difficult cases.
Formulate written responses.
Comply with internal communication and escalation policies.
Provide feedback to Team Leaders on escalation trends that may imply an employee-coaching requirement.
Act as point of contact for Operation Supervisors/Team Leader for issues requiring contact with Customer Service.
Monitor call-display boards and notify Team Leader if there are accessibility issues requiring action.
Ensure booking exceptions are being handled in a timely and effective manner.
Act as point of contact for the Dispatcher for general problems that cannot be resolved via exceptions.
Provide feedback and guidance to staff following escalated calls.
Communicate daily service issues to the team by proactively exchanging information relating to Operations, and Sales.
Monitor the quality of recording of solutions to hand over to Operations.
Communicate Service Recovery cost information to enable accurate invoicing to the Finance & Administration.
Prepare Customer letters.
Monitor the quality of recording of initial complaint handling information to pass onto support.
Monitor the quality of recording of price quotation information to pass onto Sales Representative
Promote premium products and service options based on customer needs.
Ensures customers are aware of the range of products and services offered by TNT
Qualifications - Two years experience in a care center environment. - Experience in communicating with different cultures and/or countries. - Computer literacy - Communication skills - verbal and written: Communicates effectively with customers and colleagues. - Typing skills - English language skills
Gender Any
Car owner Any
Experience 1 - 2 Years.
Salary (L.E.) Negotiable
Job Contact Email amr.essam@tnt.com
