Customer Service Representative is part of the sales & operations team. Other interfaces are Supply Chain, Logistics, Production, Credit, Technical and Commercial Marketing. You will handle pre-sales, sales, after sales, customer support and administrative tasks. Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues.
Note that this is a key role, and our ideal candidate has considerable prior experience in a help desk or customer-service position.
ROLES & RESPONSIBILITIES:
w.r.t. Customer Service:
Develops relationship with allocated customers
Responding efficiently and accurately to customers, providing possible solutions, and ensuring that customers feel supported and valued.
Attend every call, chat, tickets, requests, and email that is assign t role
Provide correct & complete information to every call
Effectively dealing with angry callers, and disappointed customers.
Responsible and accountable for each and every related tick received through chats, calls, emails, in person, social media etc until its resolved successfully as per SLA
Take ownership of customers issues and follow problems through to resolution
To be updated on all existi products and ready to assist customers at any point of time
Building customer’s interest in the products offered.
Recommend potential products to management by collecting customer information and analysing customer needs
Manage communications with the customers, Supplier-service & back-office
Accepts exceptional orders (from customer) and processes them for timely delivery
Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
Takes and handles customer inquiries, e.g. Track and Trace, Complaints, new requirements, etc
Timely Escalates issues, if required.
Maintaining and coordinating with procurement for system-updates, products, pricing, etc.
Customer master data maintenance
Maintains customer records by updating customer history through service reques and Notes. Maintain confidentiality of the customers and data.
w.r.t. Other Related Tasks:
To responsibly coordinate with various internal departments like operations, procurement, sales, accounts, etc, aiming to effectively resolve the issue at the earliest
Report on speci customer complain that requires attenti
Always follow Help-Desk guidelines & etiquettes
Manage time effectively to complete assigned tasks on time
Follow communication procedures, guidelines and policies and suggest improvements.
Act as a point of contact between Operations-Team and customer
Escalating where required; via immediate report to the supervis including any critical syst failures.
Prioritize and organizes task properly with handling of distractions in a professional manner.
Support the Customer Management Senior Executive in day to day business requirements
Providing feedback to the team-leader to help outline customer journey, user flows, features, bugs, etc
Back-up CSR colleagues
Key Skills :
Very strong customer service skills,
Excellent & clear communication skills, both written and verbal
Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills
Ability to work under pressure
Strong organizational skills
Computer proficiency; specially use of Microsoft Office products, particularly Excel and Outlook
Good Analytical Skills
Solid Sales & negotiation Skills
Innovative mindset and high EQ
Grit and a can-do attitude
Analytical and Critical Thinking ability
Arabic would be a huge plus
Should be able to work in Morning, Evening & Night on rotational basis
Ensure self-punctuality, adherence of policies & procedures and discipline of the company
Must be able to handle conflicts
Ability to work under pressure while maintaining 100% accuracy
Education and experience
Possess a bachelor’s degree or Diploma in Business, Communications, and Marketing discipline
2 years of Call-Center or Customer-Service experience is a MUST
Experience in the e-commerce, F&B related industry, is preferred
Experience of working on Helpdesk ticketing system, reporting system, SAP & CRM system
Experienced in Professional Usage of Microsoft Suite – (Excel, Word, PowerPoint, SharePoint)
Open to learn and develop skillset
What's in it for you?
Salary 3500-6000 AED per month all-inclusive
Full-time employment visa
Ticket per ye
Health insurance
Opportunity to be a part of the most recognized company in UAE
Opportunities for professional growth if you have what it takes to be a leader
Personal training and development program designed to boost your skills
A fun and exciting team environment
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