Careers

Posted on Jan 02, 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.

Must Have:

• 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

Updated on Jan 02, 2025

Operation Supervisor - Freight (Air and Sea)

Job Description

The Operation Supervisor - Freight is responsible for managing freight confirmed shipments from pick up to invoicing, the supervisor should follow up on the shipment condition, delivery status, and customer concerns and driving the performance of a team of Import and Export Agents to ensure customer and operations requirements are met and exceeded. The supervisor should ensure efficient functioning of the ZAJEL’s operations by managing the freight ground team as well as resolving customers’ issues, complaints, and escalations.

Must Have:

• Bachelor's degree in business management, or in a related field or higher
• Minimum of 3 years' experience supervising Freight/Logistics operation and staff, with years of combined Land, Air, and Ocean operations experience, including at least 2 years in a supervisory capacity

Workflow and Operation Management

• Oversee receiving and shipping freight shipments on daily basis.
• Supervise freight shipments flow processes.
• Supervise the freight team efficiently to ensure on-time delivery of orders.
• Ensure that the team follows ZAJEL’s standard operating policies and standards.
• Provide shipments updates to the Operations Manager (Freight) on a regular basis.
• Address customer inquiries and concerns regarding order deliveries in a timely manner.
• Provide exceptional services and ensure customer satisfaction.
• Make sure that freight loading and unloading equipment are staged as required.
• Schedule regular equipment inspection to maintain it in good working condition.
• Ensure that equipment is cleaned and put back in place after every use.
• Communicate equipment repair and maintenance requests to Manager.
• Complete all freight paperwork accurately in a timely manner.
• Establish and enforce safety rules and regulations.
• Handles customers’ incidents and complaints related to his/her team and handles escalations.
• Manage special cargo including handling process, documentation, certification and approvals etc.

Supervising Operation

• Monitor the daily operations shipments, check pending deliveries and pickups and take corrective action accordingly
• Maintain logs to track the services of the department
• Facilitate resolution of problematic shipments through coordinating with the relevant business units and providing inputs
• Provides assistance to freight operations team while being on ground if required.
• Plan and assign shipments to freight ground operations team
• Coordinates operational activities related to the team such as monitoring and submitting timesheets, leave regulation etc.

Operations 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 operations statements and reports as required

Quality Management and Continuous Improvement

• Ensures and recommends 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

Updated on Jan 02, 2025

Customer Service Team Lead

Job Description

The Customer Service Team Lead is responsible for enforcing the operation’s goals, policies, and procedures, implements standards, supports the Customer Service Executives, handles escalations, and monitors the cue.

Must Have:

• Bachelor graduate or equivalent required.
• Minimum 4 -6 years of customer service experience required.

Monitor Calls and Support Executives

• Manage and direct the daily activities of Customer Service Executives
• Lead, plan and manage functions concerned to the group
• Provide support or offer advice on any given situation of the group
• Attend follow up calls and resolve customer complaints and questions
• Ensure appropriate support and training to apply the best practices within standards of the organization
• Acts as a source of information and answers questions of the Executives
• Reviews call recordings and proactively monitor calls for quality assessment.
• Reviews the system and proactively monitor call logs for quality assessment and accuracy
• Manages Executives Schedules based on requirements and supervisor.
• Handles Escalation of Customer Calls or other contacts where required
• Participate as an agent during peak periods of incoming call volume

Maintain Work-Related Records

• Maintain timely updating of work-related metrics such as individual daily target, attendance, daily activities etc. in the records sheet provided by the Supervisor
• Prepares and directs scheduling, monitors agents’ attendance, schedules shifts & breaks as necessary.
• Adheres to the work-plan provided by the supervisor while undertaking routine activities
• Track the performance of the Executives

Team Management

• Transfer technical knowledge to Executives and make efforts in developing highly competent and motivated team at all times
• Monitors progress of Executives via reports to be submitted to Supervisor and basis absenteeism, behaviour and knowledge
• Coordinates operational activities related to the team such as monitoring and submitting timesheets, leave regulation etc.
• Ensures all Executives obtain necessary 'hands-on' technical training as required

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 considering best practices, improvement of business processes, cost reduction and productivity improvement

Updated on Jan 02, 2025

Telesales Executive (Freight and Express)

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.