Customer Service Executive

Customer Escalation Support & Case Management

• Resolve escalations cases raised by agents and coordinate with merchant supports, tech team, customers, and all stakeholders to ensure timely resolution.
• Work on the rejected return cases by merchants, to resolve the dispute between merchant and customer.
• Follow up with payment gateway on pending customer cases, refunds, returned cross border, RTO refunds, withdrawals from wallet, access the wallet, and other payment related issues.
• Reply to customer reviews on Google, Apple Store, and Play Store.
• Investigate negative review cases to enhance customer experience, calling customers while solving their issue and retaining them.
• Monitor internal customer reviews over the website, including vendor and product reviews, and proceed with approval or rejection.
• Track communication center between customer and merchants.

Call Centre / CS Team Management

• Monitor outsourced call centre quality of email replies, calls, and SLAs in response over emails and calls.
• Perform training sessions to Crystel agents to ensure cases are analyzed correctly and to maintain quality.
• Answer CS Agents inquiries.

Additional Day To Day Activities

• Prepare summary form for exception cases and compensation vouchers.
• Investigate DED cases while arranging the necessary summary and actions.
• Assist with investigating suspicious fraud cases.
• Attend to additional requests during the day from different stakeholders.

Requirements

• Minimum Diploma graduate or equivalent required.
• Minimum 2 years of customer service experience.
• Fluent in English and Arabic.