Customer Service Executive Agent

8 مارس، 2023

0 0 2 دقائق

الوصف الوظيفي

About Mumzworld

Founded in 2011, with the vision of making a mother’s life easier, Mumzworld has pioneered a revolutionary and gold standard e-commerce shopping experience for all things mother, baby and child in the Middle East region.

Today, Mumzworld prides itself with being the premier, trusted and definitive source of mother baby and child products in the region, with the largest unique range of products. Mothers are at the heart of our brand. We not only strive to ensure that they make the most informed purchase decisions and receive a delightful, seamless and unique online experience, but also that they are empowered and engaged by the most supportive bilingual community. From the region, and for the region, we have impacted a community of over 2,000,000 Mumz and growing. Mumzworld has received numerous international and regional awards, anchoring it as the leader in its space. We are always on the lookout for the smartest, most ambitious talent who share our vision to build a best in class vertical ecommerce business, who are interested in contributing to the larger community and who believe that the only way to build great businesses is by being smarter, faster and more innovative than anyone else. We look for team players who are modest, understated, yet create a loud impact with their results. If that is you, we’d love to chat.

Here’s a snapshot of what your responsibilities would include:

The below is meant to serve as a guideline to the job at hand. However, your day-to-day responsibilities may

cover activities outside the above scope relating to the wider customer service operation. An element of flexibility will

be required.

Being the primary point of contact for customers across all touch points. This includes phone calls, email requests and live chats
Responding promptly, efficiently and professionally to all customer queries regarding order returns
Liaising with the logistics and warehouse teams to respond to all customer queries regarding order/returns status and delivery/collection timings
Understanding Mumzworld Returns policy and ability to make decisions regarding exceptions to the policy where necessary
Handling customer queries with sensitivity, calmness, politeness and respect at all times
Recording and updating of all customer interactions in the main CRM system (Freshdesk)
Following up with customers on all related calls, queries and concerns on a daily basis
Demonstrating initiative, speed & amp; accuracy

Performance indicators:

First call resolution: Need to resolve the customer’s issue without having to escalate, transfer or return the call or email
Speed: Calls, emails, live chats – should be answered within a set threshold
Average time to resolution: To be within a set threshold
Accuracy: Information given to the customer should be accurate and precise
Written skills: Grammar and spellings should be correct and adhere to the quality guidelines
Problem-solving: Able to solve customer issues regarding items not eligible for returns