Customer Service Executive

ZAJEL Courier Services; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

ZAJEL Courier Services is seeking a Customer Service Executive to respond to inquiries and ensure high-quality assistance through various channels. The ideal candidate will manage customer interactions professionally, record details accurately, and support service delivery in a fast-paced environment.

Qualifications

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

Responsibilities

• Attends and responds to customer inquiries regarding services.
• Handles customer calls and provides personalized service.
• Records call details and updates customer database.

Skills

Customer Service

Communication

Problem Solving

Education

High School Graduate / Diploma

Job description

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

Requirements

• 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
• 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

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