Job Purpose:

We are seeking a dedicated and dynamic Customer Service Representative to join our team. The ideal candidate will serve as the primary point of contact for our customers, ensuring excellent service delivery and satisfaction. This requires strong communication skills, a customer-focused attitude, and a proactive approach to achieving both customer satisfaction and sales goals. This role also includes an upselling component, where you will identify sales opportunities and recommend additional products or services to customers.

Key Responsibilities:

Customer Support:

• Handle customer inquiries and complaints via phone, email, and chat, ensuring a timely and professional response.
• Provide accurate information regarding products, services, order status, and delivery schedules.
• Assist customers with order placements, changes, or cancellations

Order Management:

• Process customer orders, including new orders, returns, exchanges, and cancellations.
• Monitor and track orders to ensure timely delivery, liaising with the logistics team to resolve any delivery issues.
• Ensure accurate and up-to-date data entry into the company’s order management systems.

Issue Resolution:

• Resolve product-related issues, discrepancies, or complaints in collaboration with the warehouse, inventory, and sales teams.
• Investigate customer complaints, ensuring issues are resolved effectively and customer satisfaction is maintained.

Upselling and Cross-Selling:

• Identify and seize opportunities to upsell and cross-sell additional products and services to customers based on their needs and preferences.
• Provide customers with information on relevant promotions, discounts, or new product lines that might enhance their current orders.

Product Knowledge:

• Stay informed about the company’s product offerings, promotions, and policies to provide accurate and helpful advice to customers.
• Assist in gathering customer feedback regarding product quality and service performance for improvement initiatives.

Collaboration and Communication:

• Work closely with the sales, distribution, and warehouse teams to ensure smooth coordination of customer orders and product availability.
• Communicate with customers proactively about any order delays or issues.

Requirements:

Experience:

• Proven experience (2+ years) in customer service or a related field, preferably within an FMCG or distribution environment.
• Experience with order processing and inventory management is a plus.

Skills & Knowledge:

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a customer-first mindset.
• Ability to handle high-volume customer inquiries with professionalism and patience.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Ability to identify sales opportunities and suggest relevant upsell options.

Personal Attributes:

• Strong interpersonal skills and the ability to build positive relationships with customers.
• Ability to work well under pressure and meet deadlines in a fast-paced environment.
• Detail-oriented with strong organizational skills.

Job Type: Full-time

Pay: AED2,500.00 - AED3,000.00 per month