Job Description

Job Title Sales and Customer Care Associate

Description

About Us

As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world's best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few!

About The Role

The Sales and Customer Care Associate will be responsible for ensuring every interaction exceeds our customer expectation. He/She will provide exceptional experience ensuring that all communication and actions taken delivers exceptional service maximizing every sales opportunity.

What you'll be doing

• Act as the primary point of contact for all our customers.
• Liaise professionally with all internal departments over inquires and issues raised by customers
• Work independently and self-motivated
• Ensure that the in-house processes and procedures are always adhered to
• Always exceed customer expectations and provide solutions to problems.
• Friendly and tactful personality
• Good time keeping
• Hit KPI's, productivity targets and sales targets

• Assist customers with all Level 1 inquiries via several channels (email, telephone, WhatsApp, live
• chat and social media)
• Able to manage a CRM system to log and create cases.
• Communicate promptly any information to customers about their orders or inquires with first time resolution
• To help customers to register online and/or to process their orders
• Deal with complaints and provide all information required for senior agents or TL to deal with the escalations
• To handle customers with professionalism
• Articulate with exceptional writing skills (including good spelling and grammar) in English and Arabic
• Maintain a high level of service awareness at all time
• Maximize sales opportunities deriving from all customer contacts
• Identify high spending or priority level customers that can be passed to the Personal Shopping team.
• To manage in store inquires seamlessly for the customer providing a full Omni Channel experience

About you

Education/Certification and Continued Education
Bachelor's degree or Diploma in any related field

Years of Experience
2 years of call centre/customer service experience

Knowledge and Skills

• Clear communication skills (Arabic and English)
• Ability to use positive language
• Willing to learn and grow
• Committed to the job responsibility
• Takes ownership for own personal development

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