Customer Service Officer

1 month ago

Cairo, Cairo, Egypt HEINEKEN Full time

Job Purpose

Acts as a liaison between the company and customers and assists with orders, complaints, and inquiries to ensure customer satisfaction.

Duties and Responsibilities



  1. Takes orders through online platforms, emails or directly from the account manager.
  2. Informs customers in case of any out-of-stock products.
  3. Replies to all customer inquiries on anything related to the company's products.
  4. Informs account managers in case of any client credit issues to be resolved.
  5. Inputs email orders on the SAP system and replies with data on the delivery date and product availability.
  6. Sends a report to account managers three times a day regarding any issues with customers that can be resolved from their side, such as credit issues.
  7. Handles orders from plants (primary distribution) as well as orders for non-alcoholic beverages (NAB) and alcoholic beverages (AB) and PepsiCo.
  8. Follows up on all orders on the Business to Business system and informs customers in case of any issues.
  9. Send some orders to primary distribution.
  10. Handles all service complaints related to sales, drivers, and technicians. Inputs data on the system and informs the relevant teams to ensure that the issue is resolved on time based on service level agreement terms.
  11. Aligns with the supply chain department in case of complaints related to product shortages.
  12. Informs distribution manager of any issues related to delivery of products, such as inaccurate quantity.
  13. Handles and informs the quality team about finished goods' complaints from consumer or customer or warehouses. Awaits feedback and reports any quality issues to the management.
  14. Handles complaints related to material-handling equipment. Registers complaints and informs the relevant parties.
  15. Ensures installation and de-installation of assets (fridge or draught) based on customer requests.
  16. Handles any visibility issues in collaboration with the marketing team.
  17. Conducts a "voice of customer" survey by calling customers and asking about their satisfaction and recommendations. Suggests action plans based on the survey results.
  18. Performs a maintenance survey by asking clients about the performance of the maintenance team.
  19. Updates and sends case fail rate (CFR) report to the supply chain team.
  20. Updates the performance dashboard with information on all the received calls, abandoned calls (reasons: agent, queue, other), and sales orders.
  21. Updates the PepsiCo dashboard with data on the number of orders for PepsiCo, volume in hectoliter, etc.
  22. Updates the complaints dashboard including: complaint sources, analysis versus the previous year, complaint per product, complaint per factory, etc.
  23. Updates the customer request order report and sends it to the sales team on a daily basis.
  24. Develops monthly maintenance and installation survey reports.

Disclaimer: Other duties assigned as needed.



Education & Experiences


Educational Background



Bachelor degree in Business Administration is preferable



Years of Experience



0 -2 years of experience in in managing Call Center\Customer Service function.



Qualifications & Other Requirements



Excellent command of English Language

Skills in Microsoft (Excel & PowerPoint), Power Bi is a plus

Profound knowledge of ERP\Quality systems, preferably SAP

Profound Knowledge of CRM systems, preferably Salesforce


Personal Skills

  • Proactive
  • Self-motivated
  • Customer and Detailed oriented
  • Interpersonal\communication skills
  • Negotiation skills
  • Problem solving and Decision maker; able to respond swiftly to arising issues take quick decisions.
  • Able to manage stress and motivates

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