Customer Service Executive

Job Title: Customer Service Executive

Job Type: Full Time – Remote

Job Location: Egypt

Job Industry: IT Hardware Services

Job Description:

We are seeking a highly motivated and skilled Arabic-English Speaking Customer Service Executive to join our IT E-Commerce Platform’s customer support team located in Kuwait.

Responsibilities:

· Customer Support: Communicate with customers primarily via email, chat, and phone in a professional and friendly manner to provide assistance, resolve issues, and answer inquiries related to our gadgets and IT Electronic products, orders, shipping, returns, and general website usage.

· Language Proficiency: Possess fluency in both Arabic and English to effectively communicate with customers and provide support in their preferred language, particularly related to electronics and its technical specifications.

· Product Knowledge: Develop a comprehensive understanding of our electronic product catalog, including different types of gadgets, accessibility, processing and pricing to provide accurate and relevant information to customers.

· Order Management: Assist customers in placing orders, tracking shipments, managing returns and exchanges specifically related to electronic items, ensuring accurate and timely information is provided.

· Problem Resolution: Identify and resolve customer complaints, problems, and issues related to gadget purchases promptly and efficiently, ensuring customer satisfaction and retention.

· Policies and Procedures: Maintain a strong knowledge of company policies, procedures, and guidelines specific to purchases and returns to ensure consistent and accurate customer support.

· Cross-functional Collaboration: Collaborate with other teams such as logistics, marketing, and sales to address customer inquiries, provide feedback, and enhance overall customer experience related to electronic product purchases.

· Documentation: Accurately document customer interactions, issues, and resolutions in the customer relationship management (CRM) system, maintaining thorough and organized records specifically related to orders.

· Customer Satisfaction: Strive to achieve high levels of customer satisfaction and retention by delivering exceptional service, understanding customer needs regarding purchases, and exceeding their expectations.

Requirements:

· Verbal and Written fluency in Arabic and English languages is mandatory. Additional language proficiency is a plus.

· Previous experience in a customer service role, preferably in the gadgets and IT industry, with a proven track record of providing outstanding customer support related roles.

· Comfortable working remotely and possessing strong self-discipline, time management, and organizational skills to thrive in a remote work environment.

· Demonstrated flexibility and adaptability to handle changing priorities and work effectively in a fast-paced environment.

· Familiarity with e-commerce platforms, online ordering systems, and CRM tools. Ability to troubleshoot basic technical issues related to gadget orders.

· Excellent interpersonal skills, empathy, and patience to understand and address customer concerns with a customer-centric approach specifically related to purchases.

· Ability to manage multiple customer inquiries simultaneously while maintaining attention to detail and providing accurate information specific to gadgets and electronics.

Job Type: Full-time