Posted on July 09, 2024
Customer Service Executive - UAE National

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 call center experience
Customer Service

  • 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
Updates Databases

  • Records the details of the call in the system database accurately
  • Updates the existing database with any modifications or changes and the present status of the customers or prospective customers
  • Follows up customer calls where necessary and completes call logs; produces the required call reports
  • Recognizes, documents, and informs the supervisor regarding the trends in customer calls
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
    Posted on June 12, 2024
Business Improvement & Efficiency Officer

Job Description

The Business Improvement & Efficiency Officer is responsible for assessing business processes, identifying areas of improvement, and assisting in their implementation while ensuring standardization and overall business performance enhancement.

Must Have:

  • Bachelor’s degree in Industrial engineering, or in a related field
  • Minimum of 1-2 years of experience in a similar environment
Business Process Management

  • Assess current business processes and workflow
  • Identify inefficiencies and areas for improvement
  • Conduct data analysis to support process evaluations
  • Initiate and lead business improvement projects
  • Collaborate with cross-functional teams to understand business goals
  • Assist in the development of improvement strategies and action plans
  • Develop solutions to enhance operational policies, standards, and procedures
  • Provide training and support to staff on new processes
  • Stay informed about industry best practices and emerging trends
  • Foster a culture of continuous improvement within the organization
  • Communicate with internal stakeholders to implement best practices
  • Develop SOPs, data management systems and databases for logistics process improvements
Liaisons with Other Business Units

  • Interacts with different business units (Operations, Commercial and support functions) to facilitate organizational process workshops
    Posted on June 12, 2024
Business Development Executive – Freight

Job Description

The Business Development Executive – Freight 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
  • Preferred with an extensive experience in Air & Sea Freight
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 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
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
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
    Posted on June 12, 2024
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.

  • 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.
    Posted on July 07, 2024
Operation Supervisor - Express

Job Description

The Operation Supervisor - Express is responsible for ensuring efficient functioning of ZAJEL’s operations by managing couriers as well as resolving customers’ issues, complaints, and escalations.

Must Have:

  • High School or bachelor’s degree or equivalent
  • Minimum 4-6 years of experience in a similar environment with at least 2 years in a supervisory capacity
Workflow Management

  • Establishes internal guidelines and procedures for the operations department to ensure high performance from the department
  • Implements adequate workflow systems, monitoring mechanisms, and control mechanisms to ensure the expected service levels are delivered
  • Plans and assigns route for the couriers as per the load and deliveries value
  • Handles customers’ incidents and complaints related to his/her team and handles escalations if any
  • Monitors the daily operational transactions, checks pending deliveries and pickups and takes corrective action accordingly
  • Modifies department work plans according to changes in operations such as leave, holiday, or a heavy workload
Managing Operations

  • Monitors the progress of all operation activities on an ongoing basis
  • Maintain logs to track the services of the department
  • Oversee the total applications processed and calculate the daily target of the couriers
  • Backlog applications to be allocated and distributed well in the process of achieving targets on completion of the targets
  • Reports system and applications errors by creating error snapshots or reports
  • Facilitates resolution of these errors by coordinating with the relevant business units and providing inputs
Team Management

  • Monitors new hire progress via reports submitted by Seniors/Executives and basis absenteeism, behavior and knowledge
  • Coordinates operational activities related to the team such as monitoring and submitting timesheets, leave regulation etc.
  • Mentors operations team and providing 'hands-on' technical leadership as required