Ref: RP887-780
Job description / Role
About the Company
6thStreet.com is an omnichannel fashion & lifestyle destination that offers 1400+ fashion & beauty brands in the UAE, KSA, Kuwait, Oman, Bahrain & Qatar. Customers can shop the latest on-trend outfits, shoes, bags, beauty essentials and accessories from international brands such as Tommy Hilfiger, Calvin Klein, Hugo, Marks & Spencers, Dune London, Charles & Keith, Aldo, Crocs, Birkenstock, Skechers, Levi's, Nike, Adidas, Loreal, and Inglot amongst many more. 6thStreet.com recently opened GCC's first phygital store at Dubai Hills Mall; an innovative tech-led space which combines the best of both online & offline shopping with online browsing & smart fitting rooms.
Overview:
As a Customer Service Representative at our fast-paced e-commerce company, you will be the first point of contact for our customers, providing professional and friendly service through various channels such as phone, email, and live chat. Your role will be crucial in resolving issues, answering questions, and ensuring a seamless shopping experience. We are looking for individuals who are passionate about helping others and can maintain a positive attitude under pressure.
Job Duties & Responsibility:
Customer Inquiry Resolution:
- Respond promptly to customer inquiries, including order status, product information, and shipping details.
- Handle and resolve customer complaints with professionalism and patience.
Order Management Support:
- Assist customers with placing or ducts to provide accurate information to customers.
- Participate in training sessions to improve knowledge and customer service skills.
- Returns, exchanges, and refunds.
- Work closely with logistics and warehouse teams to ensure timely delivery of orders.
Feedback and Escalation:
- Collect customer feedback and communicate this feedback to the relevant departments for improvement.
- Escalate unresolved issues to the appropriate internal teams or management.
Database Management:
- Keep records of customer interactions, transactions, comments, and complaints.
- Update customer information in the database during and after each contact.
Policy and Product Knowledge:
- Stay up-to-date with company policies, procedures, and pro
Requirements
Required Qualifications:
- High school diploma or equivalent; higher education or certifications in customer service or related fields are a plus.
- Proven customer support experience or experience as a client service representative.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Excellent communication and presentation skills.
- Ability to multitask, prioritize, and manage time effectively.
- Empathy and a customer-oriented attitude.
- Ability to work in a team and maintain professionalism under pressure.
Benefits:
- Full-time role
- Competitive salary + bonus
- Company employee discounts across all brands
- Medical & health insurance
- Collaborative work environment
- Good vibes work culture.
About the Company
The Apparel Group is a global fashion and lifestyle brand conglomerate residing on the crossroads of a modern economy - Dubai, UAE. The mercurial growth in the last 17 years has been by acquiring a host of world class fashion labels from around the world - Nine West, Tommy Hilfiger, Kenneth Cole, Aldo & Tim Hortons just to name a few.
Today the group caters to thousands of eager shoppers through its over 1530 stores, 75 International brands and employing 12,000 multi cultural staff in over 4 continents. Apparel believes in turning dreams in to reality and we give everyone - our customers, our stakeholders, our employees - an equal opportunity to do so.
Apparel group has carved its strong presence not only in the UAE, Kuwait, Qatar, Bahrain, Oman, and Saudi Arabia but opened thriving gateways to market in India, South Africa, Poland, Singapore, Jordan, Indonesia, Thailand and Malaysia. Additionally, clear strategies are in place to enter emerging markets such as Hungary, Pakistan, Egypt and Philippines.