Job Description

Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
Co ordinating with Warehouse team and stores to ensure 100% customer satisfaction.
Handling CRM system and ensuring that the customer complaints are handled on priority.
Ensuring that Abandoned calls are not exceeding the targeted percentage.
Ensuring that all outbound calls that needs to be done are happening on a timely manner.
Assigning Zendesk tickets to the agents and ensuring it is being solved on a timely manner.
Receiving social media complaints and reverting them accordingly.
Checking the returned online orders and ensuring that the discrepancy in the requested items and the received items is being addressed and balanced to ensure the refunds for the customers are going within the time limits.
Addressing all the CRMs under the CC manager\xe2\x80\x99s approval daily.
Preparing reports for Open CRMs and confirmation calls on daily basis, Performance reports monthly, and whatever unplanned reports required.
Forwarding the mattress complaints to supplier and following up on them to ensure they are being resolved in the committed timeline.
Calling all the customers with escalation requests and resolving their issues.
Supporting the agents for all their technical queries that they find confusing.
Supporting in taking calls and chats when there is a work load to reduce pressure on agents and waiting periods on customers.
Coordinating with Del. Dept. and WH respective in-charge for the exceptional cases approvals.
Raising all online orders\\website technical issues on Jira and following up on them up to resolution point.
Ensuring that all hybris tickets are being addressed and closed on a timely manner.
Addressing all the store queries for online and offline purchases on immediate basis.
Sending the feedbacks as received in the forms for stores monthly.
Conducting random quality check on calls\\mails\\ and chats and highlighting the results for the agents when needed.
Taking training for all new features for the online shopping and passing the training to the agents.

Qualifications

Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
Co ordinating with Warehouse team and stores to ensure 100% customer satisfaction.
Handling CRM system and ensuring that the customer complaints are handled on priority.
Ensuring that Abandoned calls are not exceeding the targeted percentage.
Ensuring that all outbound calls that needs to be done are happening on a timely manner.
Assigning Zendesk tickets to the agents and ensuring it is being solved on a timely manner.
Receiving social media complaints and reverting them accordingly.
Checking the returned online orders and ensuring that the discrepancy in the requested items and the received items is being addressed and balanced to ensure the refunds for the customers are going within the time limits.
Addressing all the CRMs under the CC manager\xe2\x80\x99s approval daily.
Preparing reports for Open CRMs and confirmation calls on daily basis, Performance reports monthly, and whatever unplanned reports required.
Forwarding the mattress complaints to supplier and following up on them to ensure they are being resolved in the committed timeline.
Calling all the customers with escalation requests and resolving their issues.
Supporting the agents for all their technical queries that they find confusing.
Supporting in taking calls and chats when there is a work load to reduce pressure on agents and waiting periods on customers.
Coordinating with Del. Dept. and WH respective in-charge for the exceptional cases approvals.
Raising all online orders\\website technical issues on Jira and following up on them up to resolution point.
Ensuring that all hybris tickets are being addressed and closed on a timely manner.
Addressing all the store queries for online and offline purchases on immediate basis.
Sending the feedbacks as received in the forms for stores monthly.
Conducting random quality check on calls\\mails\\ and chats and highlighting the results for the agents when needed.
Taking training for all new features for the online shopping and passing the training to the agents.

Primary Location: AE-AE-United Arab Emirates
Work location/ \xd9\x85\xd9\x88\xd9\x82\xd8\xb9 \xd8\xa7\xd9\x84\xd8\xb9\xd9\x85\xd9\x84: Landmark Tower - Dubai , , Dubai25030 25030
Job: Retail Operations
Organization: Home Box UAE
Schedule label /\xd8\xa7\xd9\x84\xd8\xac\xd8\xaf\xd9\x88\xd9\x84 \xd8\xa7\xd9\x84\xd8\xb2\xd9\x85\xd9\x86\xd9\x8a: Regular
Shift: Standard
Job Type: Full-time
Day Job
Job Posting/\xd9\x86\xd8\xb4\xd8\xb1 \xd8\xaa\xd8\xb3\xd9\x85\xd9\x8a\xd8\xa9 \xd8\xa7\xd9\x84\xd9\x88\xd8\xb8\xd9\x8a\xd9\x81\xd8\xa9: Jun 15, 2023, 7:29:22 AM