The Operations Supervisor is responsible for ensuring efficient functioning of the Zajel’s operations by managing couriers as well as resolving customers’ issues, complaints and escalations.
Must Have:
Minimum bachelor’s degree or equivalent
Minimum 4-6 years of experience in a similar environment with at least 2 years in a supervisory capacity
Excellent interpersonal and communication skills
Good oral and written skills in English & Arabic language
Responsibilities
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
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
Monitors new hire progress via reports submitted by Seniors/Executives and basis absenteeism, behaviour 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
Post on 08 Feb, 2023
Customer Service Supervisor
Location: Dubai
Job Description
The Supervisor- Customer Service is in charge 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.
Must Have:
Minimum Diploma or equivalent required.
Minimum 2 - 3 years of experience in a similar environment.
Excellent communication skills, both oral and written.
Excellent computer skills ( Microsoft Office)
Responsibilities
Ensure the effectiveness and efficiency of the unit.
Assure executives and team leads adhere to the following: Call quality, Shifts, Punctuality, and Attendance.
Design and 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.
Post on December 06, 2022
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
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.
Post on October 15, 2022
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:
Valid UAE driving license.
2 years’ minimum experience in courier industry.
Minimum Bachelor’s Degree or equivalent.
Responsibilities
Commercially aware and have a good solid understanding of the International/Domestic Courier Industry.
Responsible for securing new customers, and maintaining and developing existing accounts.
Meet and exceed target set in terms of contributing and generating revenue for the department.
Creates and executes effective direct and indirect sales strategies to ensure customer knowledge and communication as well as expand Zajel’s customer reach.
Assimilate market information and take part in the overall business development through weekly / monthly sales meetings.
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.
