Customer Service Representative

We are looking for an experienced and dedicated Customer Service Representative to join our Optifashion team under our Wholesale Division. The ideal candidate will be responsible for delivering excellent customer support, handling inquiries efficiently, and ensuring a smooth and positive customer experience. The role also includes coordination with logistics, suppliers, and freight forwarders to support seamless order processing and delivery.

Key Responsibilities

• Respond to customer inquiries via phone, email, and in-store channels in a timely and professional manner.
• Coordinate with internal departments to resolve concerns and ensure customer satisfaction.
• Maintain accurate customer records and update information in SAP.
• Prepare reports and track customer orders, complaints, and feedback using Excel.
• Support the sales team with customer-related concerns and documentation.
• Handle returns, exchanges, and service requests according to company policies.
• Coordinate logistics activities, including shipment scheduling, tracking, and documentation.
• Communicate with suppliers and freight forwarders to ensure timely order processing, shipment updates, and delivery follow-ups.
• Ensure service quality aligned with Optifashion’s standards and values.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or any related field
• Senior-level customer service experience preferred
• With at least 10 years of relevant experience in a similar customer service role
• Proficient in SAP
• Strong skills in Microsoft Excel
• Excellent English communication skills (Arabic is an advantage)
• Strong interpersonal skills, problem-solving ability, and customer-focused attitude
• Ability to work both independently and within a team