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 coming 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 clear, standardized “Retail Tags”: Showcase key product features across major retailers, including 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.