Customer Service Representative

Overview:

As a Customer Service Representative at our fast-paced e-commerce company, you will be the first point of contact for our customers, providing professional and friendly service through various channels such as phone, email, and live chat. Your role will be crucial in resolving issues, answering questions, and ensuring a seamless shopping experience. We are looking for individuals who are passionate about helping others and can maintain a positive attitude under pressure.

Job Duties & Responsibilities:

Customer Inquiry Resolution:

1. Respond promptly to customer inquiries, including order status, product information, and shipping details.
2. Handle and resolve customer complaints with professionalism and patience.

Order Management Support:

1. Assist customers with placing orders, returns, exchanges, and refunds.
2. Provide accurate information to customers.
3. Participate in training sessions to improve knowledge and customer service skills.
4. Work closely with logistics and warehouse teams to ensure timely delivery of orders.

Feedback and Escalation:

1. Collect customer feedback and communicate this feedback to the relevant departments for improvement.
2. Escalate unresolved issues to the appropriate internal teams or management.

Database Management:

1. Keep records of customer interactions, transactions, comments, and complaints.
2. Update customer information in the database during and after each contact.

Policy and Product Knowledge:

1. Stay up-to-date with company policies, procedures, and product information.

Required Qualifications:

1. High school diploma or equivalent; higher education or certifications in customer service or related fields are a plus.
2. Knowing Arabic is mandatory.
3. Proven customer support experience or experience as a client service representative.
4. Strong phone contact handling skills and active listening.
5. Familiarity with CRM systems and practices.
6. Excellent communication and presentation skills.
7. Ability to multitask, prioritize, and manage time effectively.
8. Empathy and a customer-oriented attitude.
9. Ability to work in a team and maintain professionalism under pressure.

Benefits:

1. Full-time role
2. Competitive salary + bonus
3. Company employee discounts across all brands