Customer Service Representative

Job Title: Customer Service Representative – HORECA Division

Reporting To: Sales Executive / Assistant Sales Manager – HORECA
Work Location: UAE (Head Office / Distribution Centre)

Job Purpose

To act as the first point of contact for HORECA clients — managing daily orders, inquiries, complaints, and delivery coordination to ensure a seamless and professional customer experience. The role bridges the sales, logistics, and operations teams to maintain high service levels, product quality, and client satisfaction in a fast-paced fresh-produce environment.

Key Responsibilities

1. Customer Interaction & Order Management

• Receive, confirm, and process daily customer orders via phone or email within defined cut-off times.
• Validate pricing, availability, and delivery timelines for each order before confirmation.
• Coordinate with warehouse and dispatch teams for timely preparation and delivery.
• Update clients proactively on order status, substitutions, or delays.

2. Relationship Management

• Maintain strong communication with chefs, purchasing officers, and outlet managers across hotels, restaurants, and catering clients.
• Conduct periodic (daily / weekly) courtesy follow-ups and visits to the customers premises to confirm satisfaction and note improvement areas.
• Build long-term client trust by ensuring every interaction reflects professionalism and care.

3. Complaint Resolution

• Log and investigate complaints related to delivery delays, product shortages, or quality issues.
• Coordinate with QA and sales teams for immediate corrective action.
• Track complaints to closure and communicate solutions to customers in a timely and courteous manner.

4. Coordination & Documentation

• Liaise with procurement and inventory teams on product availability.
• Ensure all order details, changes, and special requests are accurately entered in the ERP/Tally/Sales System.
• Generate daily reports on orders, returns, and feedback for management review.

5. Continuous Improvement

• Provide feedback to the sales and operations teams on recurring customer concerns or process bottlenecks.
• Suggest ways to enhance service quality, reduce complaints, and improve delivery accuracy.

Educational & Experience Requirements

• Bachelor’s Degree or Diploma in Business / Hospitality / Commerce.
• 2–3 years of customer service or coordination experience in the HORECA or FMCG trading sector.
• Experience handling perishable goods or food distribution preferred.
• Proficiency in English; Arabic/Hindi/Tagalog is an advantage.
• Knowledge of fresh fruits & vegetables product categories.
• Familiarity with HORECA order cycles, cold-chain logistics, and delivery documentation.
• ERP / Tally / CRM order entry skills.
• Microsoft Excel and WhatsApp Business proficiency.
• Valid UAE Driving License is an added advantage.

Work Environment

• Fast-paced trading and dispatch environment.
• Early morning order cycles (5 AM – 3 PM) common in HORECA operations.
• Coordination across multi-lingual teams and diverse client segments.

Job Types: Full-time, Permanent

Pay: Up to AED3,500.00 per month

Application Question(s):

• What is your expected monthly salary in AED?
• Are you available to join immediately?

Experience:

• UAE HORECA : 2 years (Preferred)
• UAE Customer Service: 2 years (Preferred)

License/Certification:

• UAE Driving License (Preferred)