JOB DESCRIPTION / ROLE
We expect that the candidate should:
• Be responsible for maintaining an exceptional service experience for our customers.
• Develop a personal client base.
• Always stay up to-date regarding runway trends, news about designers and brands, in order to be able to consult customers in the most knowledgeable and up-to-date manner.
• Up- and cross-sell to customers: Maximize cross sales opportunities in all email and phone correspondence by suggesting related products to original enquiries, as well as alternatives to sold-out items
• Assist and communicate promptly, provide customers with information or assist them with any enquiries regarding customer returns or their orders via emails or by phone.
• Assist customers to register online, to process their orders, and with any products enquiries.
• Handle complaints and escalation process to resolve customer problems as quickly as possible. Work with difficult customers in a professional manner, turning a bad customer experience into a positive one.
• Observe client confidentiality and company policy at all times surrounding data protection and security.
• Reduce number of returns by identifying potential issues in size etc.
• Always liaise with courier for any exchanges or returns, make sure to adjust the invoice in our system to clear the stock to avoid any discrepancy.
REQUIREMENTS
A successful candidate should know how to handle:
• Number of calls per day/week/month
• Calls handled per hour
• Average talk time per call
• Average hold time
• Total call time per day/week/month
• Number of emails answered per day/week/month
• Email turnaround time
• Email, Chat, and Phone Quality: Relevance, Tone, Grammar/Orthography
• Average time per email
• Average time per chat
• Occupancy time
• Bachelor degree
• Have at least 2 years experience in the same role preferably in retail fashion industry.
ABOUT THE COMPANY
Established in 1978, by the Baker family who still own and manage the company today, Gulf Marketing Group is one of the Middle East's leading, family owned companies. Gulf Marketing Group operates regionally, across the GCC and boasts a diverse portfolio of brands, retail outlets and services. Gulf Marketing Group subsidiaries operate in key sectors such as retail and distribution of sporting goods and lifestyle brands, health and fitness, food and food processing, integrated 3PL logistics, real estate, healthcare and pharmacies, education and technology. Since 1978, Gulf Marketing Group has introduced more than 90 international brands into the Middle East, as well as building the reputation of our homegrown brands as reliable and quality driven companies.
We are proud to be one of the top 10 retailers in the Gulf region with:
- More than three decades experience managing international brands in local environments
- A prestigious portfolio of world class brand partners
- Anchor tenancy in all major GCC shopping malls
- A proven track record of securing exclusive retail and distributor agreements
- An experienced management team
- Strong customer relationships
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