Customer Service Assistant - ( Saudization )

Customer Service Assistant - ( Saudization )

Al Tayer Insignia Posted Mar 12

Full-time

Riyadh Region

Negotiable

Unknown

About Us

As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world's best luxury brands in the fashion, jewellery, home, and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion, and Hospitality sectors. Our brands include Bloomingdale's, Harvey Nichols, and Armani, to name just a few.

Job Purpose

To provide high-quality customer service to clients by delivering prompt responses to queries, ensuring effective issue resolution, and providing accurate information regarding deliveries.

Functional Roles and Responsibilities

• Handle customer calls and provide accurate information regarding products and deliveries.
• Contact customers to schedule Delivery & Assembly (D&A) appointments two days prior to delivery.
• Liaise with the delivery team to track delayed deliveries and inform customers accordingly.
• Coordinate with the dispatch team to ensure products are dispatched as per schedule.
• Coordinate with stores to understand delivery terms and conditions and ensure services are provided during delivery.
• Address customer complaints by directing them to the appropriate team or providing accurate information.
• Adhere to service standards related to response time for all customer queries and follow the appropriate escalation process to meet company and customer KPIs.
• Collect regular customer feedback and present reports on complaints, response times, and service quality to relevant departments.
• Maintain delivery records, driver feedback, and customer feedback, and escalate concerns to the Senior Customer Service Executive for appropriate action.
• Train and monitor the delivery team to ensure a high level of customer satisfaction.
• Maintain HSE (Health, Safety, and Environment) practices within the work environment to minimize risk of property damage or personal injury.
• Proactively remind colleagues to adhere to company-defined HSE processes.
• Review operational processes from a risk management perspective, identify potential risks, and escalate concerns to the HSE Committee appointed by the company.