Careers

Post on 20 Nov, 2023

Customer Service Executive UAE National

Job Description

The Customer Service Executive is responsible for receiving and reviewing customer applications to identify potential errors and modify accordingly prior to submission. The jobholder is also responsible for providing refunds to the customer in case of unsuccessful application.

Must Have:

• High School Graduate / Diploma or equivalent required
• Minimum 1 year of experience



Responsibilities



• Follows appropriate service etiquette (greeting and welcome, tone of voice) to support and provide service to customers
• Provides assistance to customers in ensuring that all application related information is updated into the system, as per requirements
• Receives customer applications, reviews them to locate potential errors and modifies them appropriately to ensure smooth processing at customer counters
• Manages difficult customer situations, responding promptly to the needs of the customers
• Identifies and escalates issues as and when required
• Prints applications in case of barcode malfunctioning at customer counters
• Provides refunds to customers for applications that were unsuccessfully processed
• Provides required guidance and information to customers using the available resources



Handling Escalations



• Responsible for escalated issues and ensuring that issue gets resolved at their level



Maintains Customer Information Confidentialit



• Ensures customer information security by adhering to strict guidelines for collecting, processing, and recording information collected from the customer in the course of routine operations
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Post on 20 Nov, 2023

Customer Service Executive Team Leader

Job Description

The Team Lead, Customer Service is responsible for enforcing the operation’s goals, policies, and procedures, implements standards, supports the Customer Service Executives, handles escalations, and monitors the cue.

Must Have:

• Minimum bachelor graduate or equivalent required
• Minimum 4 -6 years of customer service experience required

Responsibilities

Monitor Calls and Support Executives

• Manage and direct the daily activities of Customer Service Executives
• Lead, plan and manage functions concerned to the group
• Provide support or offer advice on any given situation of the group
• Attend follow up calls and resolve customer complaints and questions
• Ensure appropriate support and training to apply the best practices within standards of the organization
• Acts as a source of information and answers questions of the Executives
• Reviews call recordings and proactively monitor calls for quality assessment.
• Reviews the system and proactively monitor call logs for quality assessment and accuracy
• Manages Executives Schedules based on requirements and supervisor.
• Handles Escalation of Customer Calls or other contacts where required
• Participate as an agent during peak periods of incoming call volume

Team Management

• Transfer technical knowledge to Executives and make efforts in developing highly competent and motivated team at all times
• Monitors progress of Executives via reports to be submitted to Supervisor and basis absenteeism, behaviour and knowledge
• Coordinates operational activities related to the team such as monitoring and submitting timesheets, leave regulation etc.
• Ensures all Executives obtain necessary 'hands-on' technical training as required

Maintain Work-Related Records

• Maintain timely updating of work-related metrics such as individual daily target, attendance, daily activities etc. in the records sheet provided by the Supervisor
• Prepares and directs scheduling, monitors agents’ attendance, schedules shifts and breaks, as necessary.
• Adheres to the work-plan provided by the supervisor while undertaking routine activities
• Track the performance of the Executives

Post on 20 Nov, 2023

Customer Service Executive (Bi-Lingual – Arabic and English)

Job Description

The Customer Service Executive is responsible to attend and respond to basic and typical customer inquiries and questions regarding the services, which ZAJEL provides.

Must Have:

• High School Graduate / Diploma or equivalent required
• Minimum 1 year of experience

Responsibilities

• Follows appropriate telephone etiquette (greeting and welcome, customer name, protocol before putting user on hold, tone of voice, offering more help, ending the call) to support and provide personalized customer service of the highest order
• Supports and provides customer service via phones and/or chat ensuring effective resolution of customers’ concerns in the quickest possible manner
• Handles typical customer queries which include consistent problem areas and requires the jobholder to possess good knowledge of the services of the organization
• Listens and understands customers’ concerns; provides required guidance and information using the available resources
• Ensures complete control of the call by managing difficult customer situations, responding promptly to the needs of the customers; identifies and escalates issues as and when required
• Refers customers to published materials or more senior associates in case of unresolved issues
• Completes either paper or electronic forms

Maintains Customer Information Confidentiality

• Sets guidelines to executives towards customer information security for collecting, processing, and recording information collected from the customer in the course of routine operations

Post on 20 Nov, 2023

Business Development Executive – Land Freight

Job Description

The Business Development Executive – Freight Forwarding is responsible to act as the key point of contact between an organization and its clients: answering queries, offering advice, and introducing new products.

Must Have:

• Bachelor’s degree or equivalent or High School with more than 3 years’ experience
• Although this area of work is open to all graduates, the following subjects may improve your chances: - experience in service industry and logistics
• Can be fresher though candidate with prior service industry and logistics experience will be preferred

Responsibilities

Achievement of Sales Target

• Generates, maintains and monitors a robuBDE_Land_Freight_Ach_Sales_Targetst sales pipeline for generation of new business by building and optimizing sustainable and profitable relationships with potential clients and accurately reports the same to senior management
• Achieves sales objectives with respect to value, product and service mix etc.
• Coordinates and sends proposals and tender submissions
• Identifies key decision makers, leverages opportunities to promote and sell company products and services
• Works in coordination with the sales manager to devise strategies to generate optimal repeat business from existing clients
• Works in coordination with the sales manager to devise strategies to cross sell and up sell to existing clients
• Maintains a keen knowledge of the portfolio of products and services offered by ZAJEL and developing and implementing sales strategies for each of these to achieve the desired business objectives
• Creates and executes effective direct and indirect sales strategies to ensure customer knowledge and communication as well as expand ZAJEL’s customer reach

Client Management

• Build and promote strong, continuing customer relationships by partnering with them and understanding their needs
• Manage client relations by soliciting and logging client feedback
• Support in the process of integrating and on-boarding clients/sellers

Planning and Forecasting

• Provides inputs for medium term planning to the company’s top management
• Attends forecast meetings and provides inputs and assistance as required
• Responsible for assisting the sales manager in the development of the sales strategy
• Interacts with other business units (project and development teams, research and development, marketing) to plan, negotiate and interpret information on ZAJEL’s products and services

Post on 20 Nov, 2023

Ops Executive (Arabic Speaker)

Job Description

The Operations Executive is responsible for receiving customer applications and processing them according to pre-defined rules and regulations in a timely and accurate manner.

Must Have:

• High school / Diploma or equivalent required
• Minimum 1 year of experience

Responsibilities

Customer Application Processing

• Ensure timely manifesting of shipments
• Regulate all Operational activities in the Collection Centers
• Ensure proof of Delivery is updated on the system
• Provides regular operations support by processing all shipments for Zajel customers ensuring all applicable rules and regulations are adhered to
• Ensure all undelivered shipments are tracked and updated on the system
• Complies with pre-defined Key Performance Indicators (KPIs) derived from the customers’ service agreement with Zajel to ensure optimum service levels are provided to the customer
• Escalates all issues unresolved or difficult to handle to the Supervisor

Consignment Handling

• Sort and label all the shipments in a systematic manner
• Scan inbound and outbound shipments
• Detect and report missing, incorrect paperwork, undeliverable consignment
• Coordinate with Couriers for timely pick- up and delivery of shipments
• Track Collections against pick ups
• Prepare daily Collection report
• Ensure all deliveries are as per the delivery schedules

Maintaining Work-Related Records

• Ensures timely updating of work-related metrics such as individual daily target, total processed applications, attendance, daily activities etc. in the records sheet provided by the senior or supervisor
• Ensures timelyAdheres to the work-plan provided by the supervisor while undertaking routine processing activities

Post on 20 Nov, 2023

Sales Executive

Job Description

Job details: Sales Executive is responsible to act as the key point of contact between an organization and its clients: answering queries, offering advice and introducing new products.

Must Have:

• Bachelor’s degree or equivalent or High School with more than 3 years’ experience
• Although this area of work is open to all graduates, the following subjects may improve your chances: - experience in service industry and logistics
• Can be fresher though candidate with prior service industry and logistics experience will be preferred

Responsibilities

Achievement of Sales Target

• Generates, maintains and monitors a robust sales pipeline for generation of new business by building and optimizing sustainable and profitable relationships with potential clients and accurately reports the same to senior management
• Achieves sales objectives with respect to value, product, and service mix etc.
• Coordinates and sends proposals and tender submissions
• Identifies key decision makers, leverages opportunities to promote and sell company products and services
• Works in coordination with the Operations Manager to devise strategies to generate optimal repeat business from existing clients
• Works in coordination with the Operations Manager to devise strategies to cross sell and up sell to existing clients
• Maintains a keen knowledge of the portfolio of products and services offered by Zajel and developing and implementing sales strategies for each of these to achieve the desired business objectives
• Creates and executes effective direct and indirect sales strategies to ensure customer knowledge and communication as well as expand ZAJEL’s customer reach

Planning and Forecasting

• Attends forecast meetings and provides inputs and assistance as required
• Responsible for assisting the COO in the development of the sales strategy
• Provides inputs for medium term planning to the company’s top management
• Interacts with other business units (project and development teams, research and development, marketing) to plan, negotiate and interpret information on ZAJEL’s products and services

Client Management

• Build and promote strong, continuing customer relationships by partnering with them and understanding their needs
• Manage client relations by soliciting and logging client feedback
• Support in the process of integrating and on-boarding clients/sellers

Post on 20 Nov, 2023

Telesales Executive

Job Description

Job details: Telesales Executive responsible for closing deals over the phone and maintaining good customer relationship with excellent communication and selling skills.

Must Have:

• Minimum High School or bachelor’s degree in Business Administration or equivalent
• Can be fresher though candidate with prior service industry and logistics experience will be preferred.

Responsibilities

Achievement of Sales Target

• Inbound and outbound calls to customers on daily basis.
• Acquire new customers, grow customer base, and develop new business.
• Maintains keen knowledge of the portfolio of all the current upcoming products and services by Zajel
• Retain existing customers and maximize business potential.
• Promote and sell Zajel product and services and achieve business targets, growth and KPIs assigned.
• Accepts ownership for accomplishments and explores opportunities to accomplish new things in order to enhance department and company vision.
• Communicates and positions our company products and services the company’s goals and represents the company’s interests to the clients.
• Direct prospects to the field sales team.
• Collaboratively work with sales team to develop lead generation with prospective customers.
• Follows appropriate service etiquette (greeting and welcome, tone of voice) to support and provide service to customers
• Build and promote strong, continuing customer relationships by partnering with them and understanding their needs.
• Encourage customers to continue using ZAJEL’s services.
• After sales customer service to ensure client satisfaction with the quality of service.
• Maintain customer service business information, and update business activities on database.