• Provide options and solutions to internal/external customers.
• To liaise with courier/service providers on shipment status.
• Resolve product or service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution.
• To follow up on pre-call, undelivered shipments, high tax orders, phased out, call failure orders, No stock, Lost In Transit cases, Refund Cases etc.
• Escalate complaints to Supervisor/Manager when necessary.
• Keep abreast of current and new company products and services.
• To follow standard operating procedure (SOP) at all times.
• Required to work on shifts and public holidays/weekends, based on operational needs.
• Closely working with Shipping Team UAE to provide accurate data for bad address orders.
• Closely work with POD update Team UAE to ensure on route with accurate data.
• Pre-Call location to be maintained zero
• Any shipment delay to be communicated to IRs with GSC Mena support if required.
• Random service calls to IRs in order to check the delivery performance of courier.
• Ensure shipment information reaching to customer upon uplifting the shipment via SMS / Email.
• Provide weekly and monthly report to Logistics Manager

• To be able to participate, handle and/or carry out customer service functions/responsibilities related to company events as required.
• Liaise with or assist other related departments effectively where required.
• To work with Manager/Section Head/Supervisor on project/assignment.
• To assist Manager/Section Head/Supervisor with training for new staffs or customers - on an adhoc basis as assigned.
• Assist with translation and UAT, as and when required.

• Bachelor's Degree
• Computer knowledge is must, very efficient in MS Office.

• Individuals should have at least 2-3 years of experience in service industry or courier industry
• Language - Must be native Arabic and should be fluent in English

Edarabia