Customer Service Agent

Job description / Role

Customer Service Agent will be responsible for clients who have complaints, orders, or require information about products/services purchased and providing solutions that fit those individualized situations and prioritize the customers’ needs at each step of the process.

RESPONSIBILITIES:

• Manage incoming customer queries across all customer touch points.
• Ensure all queries are handled and address as per the requirements of the Company and the Brand operations guideline.
• Identify and assess customers’ area of improvement to attain higher satisfaction level.
• Build a good rapport and trust with various stake holders such as but not limited to, customers, local authorities, and third-party customer entities, through open and interactive communication so as to promote customers loyalty and business goals achievement.
• Liaise appropriately within the agreed SLAs with the concerned departments to provide accurate, valid, and complete information for customer related concerns.
• Responsible for maintaining up-to-date records of customer interactions, process customer accounts and file documents.
• Create a process mapping structure for frequent and critical customer complaints.
• Follow communication “scripts” when handling customers.
• Collaborate and gather feedback from Store team, Brand Manager, or other stakeholders in order to provide solutions to enhance the customer experience.
• Other responsibilities as maybe assigned from time to time.

Requirements

Expected Years of Experience

• Proven customer support experience of minimum 2 years.
• Familiar with CRM system and practices

Expected Educational Qualification

• Bachelor’s degree, with fluency in spoken and written English, Arabic and Spanish is an added advantage.
• IT literate with excellent skills in Word, Excel and PowerPoint

About the Company

Established in 2000, Dubai Holding Group is a multicultural retail organization representing well known fashion and homeware franchises in the UAE, Oman, Qatar and Bahrain.