Direct Manager : Customer Care Manager

Department: Customer Care

Job Summary

As a Customer Care specialist specializing in beauty and fashion products, your main responsibility is to provide excellent customer service to existing as well as prospective customers by handling customer queries and complaints and providing quality and timely resolution in line with the established guidelines. Your role is essential in ensuring best-in-class customer service to customers.

Responsibilities :

Primary responsibilities include, yet extend beyond, the following:

· Customer Service: Promote good customer relations by providing customer satisfaction with a friendly demeanor, can-do attitude, and willingness to always help. Receive and respond to inquiries/complaints regarding the products and services offered, and ensure it is resolved in a timely manner.

· Customer First Approach: Analyse customer feedback and ensure necessary action is taken on improvement areas. Ensuring that the customer queries/issues take priority and provides timely resolution.

· Self-Management: Define performance goals in discussion with the reporting manager and ensure that the goals are achieved during the year. Take ownership of his/her own learning agenda by identifying development needs in consultation with the reporting manager and agreeing on the individual development plan which goes beyond just training and development.

· Day-to-day Operations: Managing customer inquiries (by any channel) will be the topmost priority. Be the first point of contact for our customers. Maintain accurate records and documentation of all customer interactions. Take full ownership of providing resolution to customers.

Queue Management: Proficiency in managing a large volume of customer inquiries from different channels and ensuring the SLAs are met while accurately and efficiently responding to customers.

Qualification and Skills :

· Experience: Previous experience in the customer service industry, especially in an e-commerce company, is a must, preferably in the beauty and fashion industry.

· Attention to Detail: Strong attention to detail and accuracy in handling customer enquiries from multiple channels.

· Organizational Skills: Excellent organizational skills with the ability to prioritize tasks, manage time efficiently, and work effectively in a fast-paced environment.

· Teamwork: Strong team player with the ability to collaborate effectively with colleagues to achieve common goals and objectives. Willingness to support team members and contribute to a positive work environment.

· Communication: Strong communication skills, both verbal and written, to interact with team members, supervisors, and other stakeholders. Ability to follow instructions accurately and communicate any issues or concerns promptly. Have a proactive approach, dedication to achieving customer satisfaction.

· Problem-Solving Abilities: Strong problem-solving skills with the ability to identify and resolve issues independently or with minimal supervision. Willingness to seek assistance or guidance when needed.

· Technical Proficiency: Basic computer skills and familiarity with inventory management software or systems. Ability to learn and adapt to new technologies and tools used in warehouse operations.

· Language Skills: Proficiency in English and Arabic languages is a must, both written and verbal.

This is a crucial role and by fulfilling these responsibilities and possessing these qualifications, the Customer Care Specialist will play a vital role in providing best-in-class customer serve, customer satisfaction and business success.

Note : the candidate must be close to office neighborhood and flexible to work night shift 4PM to 11PM and the night shift can be work from home