Order Management:
To process all orders efficiently, accurately and in line with policies and procedures and advise Customer of any changes or impact on the Customer’s expectations of what they will receive and when (shortages, price/sku changes).
To run and follow up on various control reports to ensure that the order to payment process is fulfilled.
Promote and expand the sales of the company’s products through up selling and cross selling.
Complaint Management:
Record, take ownership and resolve Customer complaints in line with company KPI’s. Where necessary coordinate activities with other departments to ultimately ensure complete Customer satisfaction.
Continuously identify and resolve the root cause of errors to prevent reoccurrence.
Customer Management:
Build relationships with key customers and utilise that relationship to manage requests from the customer for mutual benefit.
To handle all incoming telephone calls dealing with Customers’ needs and expectations in line with the call evaluation guide, and according to departmental KPIs.
Sales Support:
Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution.
Attend relevant sector meetings to identify ways we can improve the service we offer to both internal and external Customers and to communicate Customer Service KPIs and strategy.
Communicate with Account Managers (by email/phone), enabling complete visibility of key Customer issues.
Produce a written monthly report in line with the sales team requirements highlighting Customer issues, special deliveries, free of charge goods etc.
Ensure Account Manager is aware of immediate Customer issues or requests.
Job Details
| Date Posted: | 2015-12-27 |
| Job Location: | Cairo, Egypt |
| Job Role: | Customer Service |
| Company Industry: | Healthcare, Practitioner and Technician; FMCG |
Preferred Candidate
| Career Level: | Entry Level |
| Nationality: | Egypt |
| Degree: | Bachelor's degree |
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