Main Responsibilities:· Handle vendors cases and interactions with providing support through different channels
· Perform as functional bridge amongst vendors and coordinate with internal stakeholders
· Provide accurate and complete responses to vendor inquiries and document all interactions
· Facilitate the resolution of escalated vendor-related issues
· Identify improvement areas and perform closely with all internal stakeholders to prepare solutions
· Create outbound calls to update vendors on the cases status and troubleshoot vendor problems
· Maintain a high level of quality, vendor satisfaction and first call/contact resolution
· Ensure Service Level Agreements (SLA) with vendors are in place for different services.
· Educate vendors about the processes, SLAs and the best practices to be followed.
Required Skills & Qualifications:· Excellent writing command and typing speed for both Arabic and English
· BA/BS degree with experience in Customer/Vendor Service or similar CS role
· Knowledge with e-commerce (Email and Chat support) or call center end to end process is a plus
· Excellent written and verbal communication skills
· Detail oriented with the ability to multitask and stay organized
· Can work under pressure and solve complex issues
· Proficient in Microsoft Office - Excel, Word skills required
We Offer:· A unique experience in an entrepreneurial, yet structured environment
· A unique opportunity of having strong impact in building the African ecommerce sector
· The opportunity to become part of a highly professional and dynamic team
· An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders
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