Job Description

Job Purpose
The Customer Service Executive will be the first point of contact for our customers, providing professional, courteous, and efficient support. The role is crucial in ensuring customer satisfaction, resolving inquiries, and maintaining the company's reputation for outstanding service. The ideal candidate will be a problem-solver with excellent communication skills and a genuine desire to help people.
Key Responsibilities

• Customer Interaction: Handle a high volume of customer inquiries via multiple channels including phone, email, live chat, and social media in a timely and professional manner.
• Issue Resolution: Diagnose and resolve customer complaints, problems, and queries effectively on the first contact wherever possible. Escalate complex issues to the appropriate department as needed.
• Product/Service Knowledge: Maintain an in-depth knowledge of the company's products, services, and policies to provide accurate information and recommendations to customers.
• Order Management: Process orders, forms, applications, and requests. Assist customers with tracking shipments, processing returns, and managing their accounts.
• Documentation: Accurately record details of customer interactions, transactions, comments, and complaints in the CRM system.
• Feedback Loop: Gather and report customer feedback to the relevant teams (e.g., Sales, Marketing, Product Development) to help improve the overall customer experience.
• Targets & KPIs: Meet personal/team qualitative and quantitative targets, including call handling time, customer satisfaction scores, and resolution rates.
• Compliance: Adhere to company policies, procedures, and regulatory requirements at all times.

Qualifications & Experience

• Education: High school diploma is required. A bachelor's degree in Business Administration, Communications, or a related field is preferred.
• Experience: Minimum of 2-3 years of proven experience in a customer service role, preferably within the [Your Industry] sector in the UAE.
• Language Skills:
• Essential: Fluency in English (both written and verbal).
• Highly Desirable: Proficiency in Arabic or other languages is a significant advantage.
• Technical Skills: Proficiency in Microsoft Office Suite and experience with CRM software (e.g., Salesforce, Zendesk, HubSpot) is required.

Required Skills & Competencies

• Exceptional Communication: Outstanding verbal and written communication skills with a clear and pleasant phone manner.
• Customer-Centric Attitude: A genuine passion for helping others and achieving high levels of customer satisfaction.
• Problem-Solving: Strong analytical and problem-solving abilities to assess situations and find effective solutions.
• Patience and Empathy: Ability to handle difficult customers with patience, tact, and diplomacy.
• Adaptability: Ability to thrive in a fast-paced environment and adapt to changing procedures, products, and services.
• Team Player: Collaborative spirit with the ability to work effectively within a team.
• Time Management: Excellent organizational skills with the ability to prioritize tasks and manage time efficiently.

What We Offer

• A competitive, tax-free salary package.
• Visa and medical insurance as per UAE labor law.
• Annual air ticket allowance.
• Opportunities for professional development and career growth.
• A positive and inclusive work environment.

Skills Required