Live Operations Specialist

2 days ago

Giza, Giza, Egypt Cartona Full time

Job Overview
This role focuses on monitoring orders, resolving delays, and supporting both retailers and suppliers to ensure smooth operations and high service quality. It also involves educating low-performing or new suppliers to enhance fulfillment, delivery speed, and overall customer satisfaction.

Responsibilities

  • Proactively monitor pending and approved idle orders to ensure timely resolution.
  • Reach retailers of the delayed orders to maintain a high level of customer retention and reach suppliers to ensure compliance with Cartona guidelines.
  • Provide comprehensive education and ongoing support to suppliers with fulfillment rates below 50% ensuring optimization of their performance.
  • Provide comprehensive education and ongoing support to suppliers to ensure fast delivery of orders.
  • Investigate and communicate with suppliers for orders containing out-of-stock items, educate suppliers, and update supplier-published stock.
  • Reach newly acquired suppliers during their first online month, delivering informative sessions to ensure understanding of operational processes.
  • Reach out to new retailers to maintain a high level of customer satisfaction.

Requirements

  • Proven experience in a customer service or live operation role is preferred.
  • Strong communication skills, both written and verbal.
  • Ability to manage difficult customer situations with empathy and professionalism.
  • Problem-solving skills and the ability to think quickly under pressure.
  • Familiarity with CRM systems is a plus.
  • Proficiency in Microsoft Office (Word, Excel, and Outlook).
  • Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

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