Customer Service Representative   

Hours: Hourly Based Compensation - Full Time commitment
Department: Operations - Catalog and Customer Service Department
Location: Remote - Egypt

Company Profile: el Grocer is a UAE based grocery delivery marketplace platform. We aim to delight shoppers with our service through the supermarkets, specialty grocers and the brands partners we collaborate with. Our vision is to fulfill the shoppers needs while supporting the digitization of the grocery industry.
Company URL : https://www.elgrocer.com/

About the Role: 
This is a demanding role as a key point of contact in our company and acts as the voice to our shoppers & from our shoppers. The candidate must be passionate about what they will do, which is caring for and delighting customers through managing the processes & team.
Key Responsivities include : 
Handle incoming messages messages on our app and delighting our shoppers quickly, efficiently, and effectively while proactively ensuring their requests & requirements are met, and showing them that we care in case we/stores let them down by making things right 
KPIs: First response & issue resolution, support customer satisfaction rating, volume handed per agent, quality of communication, order issue prevention follow-ups 
Make sure the CS SOP is followed and maintain smooth processes that delights the shopper in every interaction they have with us 
Maintain proactive and positive attitude, communication and performance to convey the highest level of professionalism & care in adherence to our SOP & vision 
Handle incoming messages, requests and calls from different means of communications Carefully listen to and find solutions to customer feedback 
Log in Weekly & Monthly Reports to show the performance and customer complaints data to the operations, catalog, marketing teams & management
What You Should Already Have 
2+ years experience in Customer Service 
Excellent command of Arabic and English languages, reading, writing and communications. 
Must know Microsoft Office & able to manage a variety of cloud-based applications 
Resilient to manage difficult situations Utmost care and attention to customers 
Positive attitude, proactive and can-do mentality 
Strong internal and external communication skills: verbal and written Experience with an online retailer is a plus
Hourly Salary up to USD 400/ Month