Customer Service Representative

1. Manage warranty claims: Oversee all local, regional & international claim processing from submission to resolution ensuring timely responses.

2. Maintain a system to track all claims: Track all claims and replacements for all Leclerc Things for Kiddz claims with the help of internal CRM FreshDesk.

3. Handle customer inquiries: Respond to customer queries (end consumer or retail queries from each key account) swiftly, providing solutions to resolve issues. Maintain a customer feedback log for service improvement.

4. Coordinate & implement all repair processes: Liaise with repair centers for efficient maintenance services. Ensure all repairs meet quality standards.

5. Maintain service records: Record service activities and resolutions systematically. Provide regular service performance reports.

6. Assist with troubleshooting: Guide customers with product troubleshooting procedures. Develop quick-reference troubleshooting documents.

7. Provide retail training: Conduct in-depth product knowledge sessions for retail staff across all retailers primarily in UAE for Leclerc & other TFK brands. Offer ongoing training updates for new products and services.

8. Monitor store visits: Perform regular store audits to ensure proper product displays and discuss brand/product level actionable improvement steps.

9. Address retail issues: Act promptly on retail concerns, providing resolutions within set timeframes. Escalate unresolved issues to senior management.

10. Analyze retailer feedback: Collect feedback through surveys and store visits. Use insights to suggest service or product improvements.

11. Manage account communications: Handle all service-related correspondence with retail accounts. Maintain an organized record of communications and agreements.

12. Build retail relationships: Establish and nurture long-term relationships with retail partners. Organize quarterly check-ins to align service goals.

13. Develop and implement standardized Retail Tags: Showcase key product features across major retailers. Include essential information such as warranty period, IATA certification, and cabin approval status for Gear Category to support informed purchasing decisions.

14. Provide service updates: Share timely updates on new services, warranty policies, and product enhancements. Maintain a retailer update schedule.

15. Follow the key account-level route: Visit stores A and B regularly ensuring key stock levels are maintained. Gather retail feedback during visits and promptly communicate insights to management to support timely monthly replenishments and inventory planning.