Customer Service Officer | Al Quoz

Who we are:

GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home-grown brands across sport, everyday goods, health and beauty, properties and logistics sectors. Under the ownership and management of the Baker family for over 45 years, GMG is a valued partner of choice for the world's most successful and respected brands in the well-being sector. Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands across 12 countries. These include notable home-grown brands such as Sun & Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, and international brands like Nike, Columbia, Converse, Timberland, Vans, Mama Sita's, and McCain.

What you'll be doing:

Customer service representatives are often a client’s primary point of contact with a company. The duties and responsibilities of a CSR include managing incoming calls and customer service inquiries, identifying and assessing customer needs to achieve satisfaction, and retaining customers by providing exceptional service while handling complaints and suggestions. Continuously provide customer excellence and work in an agile way in order to deliver a first-class service working in a multi-skilled position.

Responsibilities:

1. Handle emails and chat inquiries regarding customer orders, promos, cancellations, order modifications, and billing queries.
2. Focus on customer engagement, satisfaction, retention, and reactivation through a high level of service quality, close collaboration with operational and commercial key stakeholders, along with management to optimize the customer experience.
3. Liaise with internal colleagues and external customers and cross-functional teams in order to resolve problems and ensure an effective resolution.
4. To focus on continuous improvement of processes and controls, including management of customer complaints, aiming for consistently delivering excellence.
5. Ensure all customer interactions adhere to our internal quality standards.
6. Adhere to the company policies, meeting KPIs, and recommend improvements to existing procedures.
7. Maintain and update case notes and records accurately.
8. Continuously learn, supporting the new market, product and service launches.

People Management:

1. Positive
2. Good Communication
3. Honest

Educational Qualifications:

1. Bachelor’s degree in any field with high proficiency in Microsoft Office Products.

Experience:

1. 1-3 years of related experience, especially in any contact center-related roles.
2. E-commerce experience is beneficial.

Language Skills:

1. 1-3 years of related experience, especially in any contact center-related roles.
2. E-commerce experience is beneficial.