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Careers

Posted on April 16, 2025

Call Center Supervisor

Job Description

The Call Center Supervisor is responsible for organizing and directing the daily activities concerned to the customer service operation. The main responsibility of the supervisor is to manage, train, and guide the team leads and executives to execute their tasks, and responsible for ensuring resources are utilized.

Requirements
  • Diploma / Bachelor graduate or equivalent required or High School with more than 4 years’ experience.
  • Minimum 4-5 years of customer service experience required.
Responsibilities
  • Ensure the effectiveness and efficiency of the unit
  • Assure executives and team leads adhere to the following:
      Call quality
      Shifts
      Punctuality
      Attendance
  • Design & implement a monthly performance tracking scheme
  • Conduct quizzing structure in the monthly performance for agent and team leaders
  • Update team leaders with the team performance
  • Understand the management vision, communicate it to the team members
  • Analyses the call volume on continuous basis and escalates Manager on call volume changes
  • Ensure calls are answered in a timely manner
  • Implement internal regulations and guidelines given to ensure high quality of service from the department by calculating individual daily targets
  • Implements adequate workflow systems, monitoring mechanisms, and control mechanisms to evaluate quality of calls on a regular basis
  • Identifies, supports the implementation of various programs for the improvement of the Customer service processes
  • Ensures client information security by setting and monitoring strict guidelines for their routine operations
  • Oversees all aspects of recruiting, training and continually developing a highly competent and motivated team of back-office team members, including strategic plans to ensure staffing is appropriate at all times
  • Leads these processes effectively – sets individual objectives, recruits qualified staff, manages performance, develops and motivates staff, providing formal and informal feedback / appraisal in order to maximise subordinate and functional performance
  • Coordinates operational activities related to the team such as monitoring and submitting timesheets, leave regulation etc.
  • Mentors the Customer service team and provides 'hands-on' technical leadership as required
  • Ensures all employees within the team obtain the necessary level of training by introducing customer regulations to new hires and creating summary booklets
  • Continually monitors progress against pre-defined Key Performance Indicators (KPIs) derived from customers’ service agreement with ZAJEL to ensure optimum service levels are being provided to the customer
Posted on April 16, 2025

Operation Executive - Express

Job Description

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

Requirements
  • High school / Diploma or equivalent required
  • Minimum 1 year of experience.
Responsibilities
  • 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
  • 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
  • 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
  • Adheres to the work-plan provided by the supervisor while undertaking routine processing activities
Updated on April 16, 2025

Business Development Executive - Freight

Job Description

A Business Development Executive - Freight is responsible for acting as the key point of contact between an organization and its clients: answering queries, offering advice, and introducing new products.

Requirements
  • • Bachelor’s degree or equivalent or High School with more than 3 years of combined experience with Land, Air, and Ocean freight experience.
Achievement of Sales Target
  • Generates, maintains, and monitors a robust sales pipeline for the 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 concerning 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 onboarding clients/sellers
Updated on April 16, 2025

Operation Supervisor - Express

Job Description

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

Requirements
  • Bachelor's degree in business management, or in a related field or higher
  • 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
  • Monitoring and proper investigation and closure of courier related accident/incident and near-miss.
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
Policies, Systems, Processes and Procedures
  • Recommends, develops and implements operational plans and policies to support near term performance targets as well as long-term strategic business objectives
  • Ensures that policies and processes fulfil all procedural/legislative requirements while delivering a quality, cost-effective service
Quality Management and Continuous Improvement
  • Ensures compliance to all relevant quality management procedures and controls to guarantee compliance and delivery of high-quality service
  • Stimulates and contributes to the identification of opportunities for continuous improvement of systems, processes and practices considering best practices, improvement of business processes, cost reduction and productivity improvement
MIS and Reports
  • Creates daily reports for all services rendered by the operations department and ensures that all services are updated in the system
  • Prepares timely and accurate MIS statements and reports as required
Updated on April 16, 2025

Customer Service Executive - Emirati Talent

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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