Lost and Found Specialist (Customer Experience Team)

About Bosta:

Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt and KSA. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience all together to provide a one-stop-shop for delivery solutions. We rely on advanced technology to deliver orders to our customers in a fast way. Businesses can track and connect with couriers and follow up on their orders - all in one system.

The Role:

As the Lost and Found Specialist, you will be responsible for managing the end-to-end process for customers who have lost or misplaced their orders. This includes investigating claims, communicating with customers, and coordinating the recovery or replacement of lost items. You will work closely with our warehousing, logistics, and customer service teams to ensure a smooth and seamless resolution for our customers.

Key Responsibilities:

• Investigate each case by reviewing order details, tracking information, and communication history
• Liaise with the warehouse and logistics teams to initiate the search and recovery process for lost items
• Provide regular status updates to the customer care team throughout the investigation and resolution process
• Process refunds or send replacement items as per company policy when items cannot be recovered
• Maintain detailed records of all lost and found cases and report on key metrics and trends
• Identify process improvements and implement solutions to reduce the incidence of lost or missing orders
• Contribute to the continuous enhancement of the customer experience
  
  
  

Requirements

• Excellent written and verbal communication skills with the ability to empathize and resolve customer issues
• Strong problem-solving and analytical skills to investigate complex cases
• Familiarity with logistics and inventory management processes
• Collaborative mindset and the ability to work cross-functionally