Job Purpose
Responsible for providing professional customer support across all communication channels, ensuring excellent customer experience by responding to inquiries, verifying sales orders, coordinating with internal departments, monitoring customer requests, and maintaining accurate customer records. The role aims to enhance customer satisfaction, ensure timely service delivery, and support the company's customer success objectives.
Key Responsibilities
1. Customer Communication
- Respond to customer inquiries via phone calls, WhatsApp, email, and other approved communication channels.
- Provide accurate and timely information regarding products, services, orders, and company policies.
- Handle customer inquiries professionally while maintaining high customer satisfaction.
- Escalate complex inquiries to the appropriate department when necessary.
2. Sales Order Verification (B2B)
- Verify B2B sales orders with customers before processing.
- Ensure customer information, order details, quantities, and delivery requirements are accurate.
- Coordinate with the Sales Department to resolve discrepancies before order confirmation.
3. Customer Information Management
- Register new customer information in the ERP/CRM system.
- Update customer records and maintain accurate customer profiles.
- Ensure all customer information is complete and properly documented.
4. Ticket Management
- Create customer support tickets for requests, complaints, and service issues.
- Monitor ticket progress until full resolution.
- Coordinate with relevant departments to ensure timely completion.
- Update customers regarding ticket status and expected resolution time.
5. Customer Complaint Handling
- Receive and handle customer complaints according to company procedures.
- Resolve simple complaints directly whenever possible.
- Escalate unresolved or critical complaints to management.
- Follow up until customer concerns are fully addressed.
6. Order Status Follow-up
- Monitor customer orders throughout the fulfilment process.
- Update customers regarding order progress, delays, or changes.
- Coordinate with Operations, Warehouse, and Logistics teams when necessary.
7. Delivery Coordination
- Follow up with the Delivery Department regarding pending deliveries.
- Ensure deliveries are completed within the agreed timeline.
- Communicate delivery updates with customers.
- Report recurring delivery issues to management.
8. Product Information Support
- Provide customers with accurate information about the company's products, including aroma diffusers, fragrance oils, perfumes, and related accessories.
- Explain product features, usage, pricing, and available services.
9. Walk-in Customer Support
- Welcome and assist walk-in customers visiting the office.
- Provide product information and support customer requests.
- Coordinate with Sales or Operations whenever additional assistance is required.
10. Customer Satisfaction Follow-up
- Contact customers after order completion or delivery.
- Measure customer satisfaction regarding products and services.
- Record customer feedback and report improvement opportunities.
- Maintain positive long-term customer relationships.
11. Documentation & Process Compliance
- Document all customer interactions accurately within the system.
- Ensure compliance with company policies, procedures, and customer service standards.
- Maintain confidentiality of customer information.
- Support continuous improvement initiatives within the Customer Success & Experience Department.
Qualifications
- Bachelor's Degree or Diploma in Business Administration, Customer Service, Marketing, or a related field.
- 2–4 years of experience in Customer Service or Customer Care.
- Experience using ERP and CRM systems is preferred.
- Excellent communication skills in Arabic and English.
- Strong organizational and problem-solving skills.
- Ability to work under pressure and manage multiple customer requests.
- Responsible to provide reports on weekly or Monthly bases to Customer care Supervisor.
- Proficiency in Microsoft Office applications.
