Job Description

Job Title:

Customer Care Representative (CCR)

Reporting to:

Operations Manager

and Responsibilities

MUST HAVE'S (qualifications, experience and skills)

High school diploma or equivalent; Bachelor's degree preferred.

Previous experience in customer service and support, preferably in a retail

Interpersonal and customer service skills

Analytical and Problem-solving skills

Ability to empathize with customers and demonstrate patience, professionalism, and empathy in all interactions.

Ability to multitask and prioritize tasks in a fast-paced environment.

Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities simultaneously.

Strong problem-solving skills with the ability to quickly assess situations and make sound decisions.

A proactive and customer-centric approach to problem-solving, with a commitment to delivering exceptional service experiences.

Excellent communication skills, both verbal and written, with a strong command of the English language and ability to articulate complex ideas clearly and concisely.

Knowledge of Shopify and Zoho and other digital marketing platforms

Knowledge of MS Office

Responsibilities:

B2C Customers Support (Customers of Irony Home existing selling channels: Web, PopUp and Sales/Campaigns):

Serve as the primary liaison between the company and B2C customers.

Respond promptly to customers inquiries, providing comprehensive information about our decoration solutions, pricing, customization options, and any other relevant details.

Assist customer in selecting suitable products/services tailored to their specific needs and preferences.

Coordinate with internal departments to ensure timely product and services delivery.

Provide quality assurance of decoration and services solutions.

Address any concerns or issues raised by B2C customers, offering effective solutions and maintaining positive relationships.

Campaign Support:

Collaborate closely with E-Commerce team to understand the objectives, timelines, and requirements of each campaign.

Assist customers in product and services choices in their queries.

Provide guidance and support to customer with regards to product options, design concepts, and logistical considerations.

Ensure seamless execution of services company offers within the designated budget and timeline constraints.

Monitor campaign progress with regards to the customer inquiries and address any challenges promptly.

B2B Clients Support:

Support Sales Manager in building and nurturing strong relationships with B2B clients.

Assist Sales Manager proactively with client's feedback and queries.

Maintain accurate records of client interactions, inquiries, feedback, and resolutions using Zoho.

Assist Sales Manager in follow ups with client's post-service feedback, to ensure their ongoing satisfaction and address any additional needs.

Other:

? Other adhoc projects that will be passed on by the MD that need to be worked on (from developing plans to execution of events, depending on the requirements)

Reporting:

Prepare reports on a weekly/monthly basis:

o REPORT 1 (weekly) - Customer Care Weekly Report

o REPORT 2 (weekly)

o REPORT 3 (monthly)

o REPORT 4 (Quarterly) - REPORT by Distribution CHANNELS

a) Website inquiries

b) Campaigns inquiries

c) PopUp inquiries

Training and accesses to be provided for CCR:

Product knowledge

ZOHO

SHOPIFY - to create a manual order

Stripe ( to create payment link for the customer)

Post Payment

Sleekflow

XXX (list any future apps, etc set for usage)

Job Type: Full-time

Pay: AED4,500.00 - AED5,500.00 per month

Experience:

customer service: 5 years (Required)
Language:

English clearly (Required)
Location:

* Dubai (Required)