Customer Service Representative

Apparel Group UAE
Dubai

144 days ago

Purpose:

To assist customers throughout their shopping journey from order to delivery and returns and ensure every interaction is exceptional.

Key Responsibilities:

  • To assist customers with any of their inquiries and complaints through email, phone and social media
  • To take ownership to resolve customers’ issues at first contact
  • To ensure SLA’s and customer’s expectations are always achieved
  • To deal with complaints and escalation process when necessary
  • To act as a Brand Ambassador at all time
  • To communicate promptly any information to customers about their orders
  • To help customers to register online and/or to process their orders
  • To assist customers with any issues with regards to the returns of their orders
  • To always deal with the most difficult customers in a quick, willing and professional manner, aiming to turn negative situations into a positive outcome and using available resources to solve problems
  • To issue refunds and compensation as appropriate
  • To be pro-active and show initiatives and ideas to constantly improve the service provided to our customers
  • To assist in gathering information and produce reports on a regular basis
  • To be able to deal with customers with late returns and faulty goods
  • To liaise with fulfillment for any issues with customers’ orders
  • To coordinate with shipping over issues raised by customers with regard to either orders or return
  • To help customers with product enquiries and drive cross-selling to increase units per transactions

  • Fluent in speaking and writing English and Arabic
  • Excellent experience with Customer Care in an office environment or on the shop floor
  • Previous contact centre experience is beneficial
  • Excellent written and verbal communication skills
  • Good team player
  • Excellent keyboard and written skills, articulate with good spelling and grammar
  • Excellent communication skills specifically in regard to building relationships with customers
  • Reliable and consistent
  • Flexible attitude and able to take initiative
  • Excellent eye for detail and good organizational skills
  • Experience with Microsoft packages