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Call Center Officer - Call Center

Job Responsibilities



Functional Responsibilities:


  • Answer incoming calls and assist customers in their orders
  • Provide a high level of personalized customer service.
  • Provide customers with product and service information and explain offers that are available at Drinkies stores
  • Up sell products, inviting customers through the phone call to try any new product.     
  • Increase the awareness and trials of any new SKU.
  • Offering the promotions if available to all customers
  • Sell product and place customer orders in computer system.
  • Solving the billing issues.
  • Handling Drinkies net web orders.
  • Outbound calls to increase sales & to activate the inactive accounts
  • Following up the delivery cycle until the order delivered to the customer
  • Complete call logs and reports
  • Offering all support in different projects, surveys or new ideas which are related directly to Drinkies department or indirectly with other departments such as Marketing, customer service, sales ....etc
  • Dealing with the customer complaints over the phone & web site


Leadership Responsibilities:


  • Deal with the customer complaints over the phone & web site
  • Promote new product to our customer
  • Communicate stock availability in stores
  • Manage time according to business need.


Communication and Work Relationships:





  • Drinkies sales team
  • Sales, trade marketing and IT.




  • Drinkies customers





Education, Certifications and Licenses:


  • Bachelor degree in Business


Knowledge and Experience:


  • Minimum 2 years of experience in the customer service field


Skills and Abilities:


  • Excellent command of English language
  • Computer skills
  • Negotiation skills
  • Ability to handle customer’s complaints


Personal Qualities:


  • Flexible to work on vacations and official holidays.
  • Flexible to work in rotational shifts.
  • Flexible to work at night.
  • Flexible mind to promote and sell alcoholic products


Preferable Qualifications:


  • Customer Management
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