Customer Experience Agent

Description:

Customers
 

• Process customer’s orders in accordance with SOP’s and SLA, preferred digital – Inbound and
   

Outbound
 

• Own and maintain a life customer response desk by phone, email and other communication tools
• Handle required paperwork related to customer’s operations, MLP services
• Update and manage proof of delivery in the system and upload to customer websites where required
• Provide reports to customers
• Answer customer’s queries related to storage, delivery, general processing and special instructions.
   

Operational Excellence
 

• Interface with Operations to ensure operational readiness for all incoming and outgoing transactions.
• Update and monitor the systems for all account activities to ensure accuracy, completeness and condition/status of shipments.

Product
 

• Communicate with Management about ideas and solutions for continuous improvement
• Communicate with Management about any concerns and/or issues related to customer quieres that may the service quality and execution.
• Consult the customers on additional, integrated services
   

Critical Competencies:
 

• Customer focused
• Work experience as a Customer Service agent in warehousing industry or a similar
• Proficient with MS Office programs and strong overall system skills (YMS, TMS, WMS).
• Able to work with multiple customers, while maintaining attention to details.
• Strong verbal and written communication
   

Skills
 

• Fluent in Arabic and English languages