Job Description

About Mumzworld Founded in 2011, with the vision of making a mother\xe2\x80\x99s life easier, Mumzworld has pioneered a revolutionary and gold standard e-commerce shopping experience for all things mother, baby and child in the Middle East region. Today, Mumzworld prides itself with being the premier, trusted and definitive source of mother baby and child products in the region, with the largest unique range of products. Mothers are at the heart of our brand. We not only strive to ensure that they make the most informed purchase decisions and receive a delightful, seamless and unique online experience, but also that they are empowered and engaged by the most supportive bilingual community. From the region, and for the region, we have impacted a community of over 2,000,000 Mumz and growing. Mumzworld has received numerous international and regional awards, anchoring it as the leader in its space. We are always on the lookout for the smartest, most ambitious talent who share our vision to build a best in class vertical ecommerce business, who are interested in contributing to the larger community and who believe that the only way to build great businesses is by being smarter, faster and more innovative than anyone else. We look for team players who are modest, understated, yet create a loud impact with their results. If that is you, we\xe2\x80\x99d love to chat. Here\xe2\x80\x99s a snapshot of what your responsibilities would include: The below is meant to serve as a guideline to the job at hand. However, your day-to-day responsibilities may cover activities outside the above scope relating to the wider customer service operation. An element of flexibility will be required.

• Being the primary point of contact for customers across all touch points. This includes phone calls, email requests and live chats
• Responding promptly, efficiently and professionally to all customer queries regarding order returns
• Liaising with the logistics and warehouse teams to respond to all customer queries regarding order/returns status and delivery/collection timings
• Understanding Mumzworld Returns policy and ability to make decisions regarding exceptions to the policy where necessary
• Handling customer queries with sensitivity, calmness, politeness and respect at all times
• Recording and updating of all customer interactions in the main CRM system (Freshdesk)
• Following up with customers on all related calls, queries and concerns on a daily basis
• Demonstrating initiative, speed & amp; accuracy

Performance indicators:

• First call resolution: Need to resolve the customer\xe2\x80\x99s issue without having to escalate, transfer or return the call or email
• Speed: Calls, emails, live chats - should be answered within a set threshold
• Average time to resolution: To be within a set threshold
• Accuracy: Information given to the customer should be accurate and precise
• Written skills: Grammar and spellings should be correct and adhere to the quality guidelines
• Problem-solving: Able to solve customer issues regarding items not eligible for return

Your skills would include:

• Proficient knowledge of English and Arabic
• Customer obsession and problem solver
• Quick learner and thinker
• Ability to work on systems efficiently

We are keen to work with talent that: \xe2\x80\xa6. Has an entrepreneurial spirit and craves a high-growth, fast-paced innovative environment seeking to disrupt the ecosystem positively. \xe2\x80\xa6. Prioritizes team culture and people management above all else, recognizing the value of establishing an effective organization and internal process to drive business results. \xe2\x80\xa6. Is a positive team-player who thrives on challenges, the opportunity to problem solve, build/create and have the mindset that no job is too small. \xe2\x80\xa6. Is analytical and data driven. This is your chance to be a part of the No.1 E-commerce organization for Baby, Mother and Child products across the GCC and be a part of a dynamic team working towards taking the organization to its next quantum leap. We need brains, ambition, grit and passion to continue helping Mumz everywhere and to help make their lives easier. Job Type: Full-time Ability to commute/relocate:

• Dubai: Reliably commute or planning to relocate before starting work (Required)

Experience:

• customer service (Preferred)

Language:

• Arabic (Required)