Customer Service Team Leader - Jamalon

Jamalon is the largest online bookstore in Middle East, offering more than 10 Million titles of Arabic and English books with home delivery.



RESPONSIBILITIES



A) To coordinate and manage relation in a timely manner between CSR team and company's logistics, sales and Finance departments.

B) Organize and prioritizes duties among the team members.

C) Recognizing and managing assertive customer needs.

D) Investigates and resolves customer complains

E) Set goals and the key performance criteria and accountabilities within the department.

F) To ensure that customer orders are efficiently and effectively managed in order to meet customer’s requirements.

G) To create and build a strong relation with customers to meet overall company objectives.



The job holder is responsible to fully understand all the related Quality Management Procedures,Corporate Procedures and company’s Local QMS Procedures related to their specific activities. These QMS procedures will form part of each employees Quality Assurance Induction & Training Program, as issued by the responsible department head / department manager.



MAIN ACTIVITIES

1. Creat and implement working plans and activity for the team

2. Ensure and maintain high level of relationship and communication with company's-Managment Team, sales team, logistic and finince depatments

3. Review with Finance invoicing, payment issues, credit limit and other finance issues.

4. Effectively trains team members on the best use and utilization of the system

5. Promote teamwork

6. Implement department standard operating procedures

7. Review pending and open orders on weekly basis and take the necessary corrective measures

8. Ensure customer orders are reviewed, accepted and delivered

9. quoted prices are maintained and authorized; credit facilities are not exceeded.

10. Organize and optimize deliveries to customer

11. Ensure the proper opening and maintaining of the customer account by ensuring all relevant data is recorded and updated including credit application form delivery address, billing addressand point of contact.

12. Ensure that customer queries in respect of selling prices and availability are answered expeditiously and accurately.

13. Ensure that orders are supported with proper documentation and dispatched promptly.

14. Liaise with sales team, operations team, inter-company and company’s personnel as necessary and coordinate with logistics for our last mile delivery service.

15. Maintain all records as required by the company’s ISO procedures.

16. Implements and maintains cash sales management system and ensure accuracy of all cash transactions.

17. Manage cash sales return and correctly document such transaction in line with the financial department guidelines

18. Document in a monthly report key issues in conjunction with the CSM.

19. Coordinates feedback information with team members and customer

20. Stand-in for other CSR’s whenever necessary or as directed.

Job Details

Date Posted:	2014-05-04
Job Location:	Amman, Jordan
Job Role:	Customer Service
Company Industry:	Distributions and Logistics; Education, Training, and Library; Internet/E-commerce

Preferred Candidate

Career Level:	Mid Career
Nationality:	Jordan
Degree:	Bachelor's degree / higher diploma

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Date Posted: May 04, 2014 at 03:09PM

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Customer Service Team Leader - Jamalon