CUSTOMER SERVICE AGENT (Female)

Main Purpose of Job

• Attending all incoming calls and ensuring the distribution of orders to drivers.
• Communicate the skips customers
• Solve Nestle customers' complains

Main Responsibilities

• • Attend all incoming calls.
  • Registering in the system Customer details received in order to issue the order tickets. customer details received through:
    
  1. Telephone / FAX / Email. 2. IVR or Voice message. 3. Sales or Drivers.
  
  • Distributing the orders to drivers by message or phone.
  • Coordinating with drivers to ensure water or service delivered on time to customers.
  • Calling customer who missed their order to set new appointment for order/delivery.
  • Reporting daily pending orders to supervisor.
  • Following up with the daily skips reasons of assigned routs for each agent.
  • Making the daily drivers notes.
  • Receiving complaints from customers, recording it in the system and taking proper action to solve it.
  • Checking & follow up with customer if the complains solved or not.
  • Handling the company mobile for any inquiries from sales & drivers.
  • Verifying and confirming the new customers.
  • Reporting the KPIS weekly and skips daily for assigned routs.
  • Ensure all company policies and procedures are followed while carrying out your duties, follow all the Health and Safety rules set by the company
  • Other works assigned by the supervisor and Department Head
    
  KPIs
  
  • Registering in the system Customer details received in order to issue the order tickets. customer details received through
  • Coordinating with drivers to ensure water or service delivered on time to customers.
  • Receiving complaints from customers, recording it in the system and taking proper action to solve it.
  • Checking & follow up with customer if the complains solved or not.
    
  Required Experience & Qualifications
  Secondary / Diploma
  Good Communication Skills (English and Arabic)
  Computer skills
  Brand knowledge