Job description
We are looking for an experienced customer care representative for our e-commerce platform. The successful candidate will be responsible for engaging and providing a solution to customer inquiries through various social media channels and telephone.
Responsibilities:
• Answering calls and social media messages
• Identify and assess customers' needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies Take the extra mile to engage customers’ Requirements
• Responsible for providing excellent customer service to existing as well as prospective customers by handling their queries and complaints
• Providing quality and timely resolution in line with the established guidelines. Accountabilities Core Responsibilities
• Assist customers on status of their shipment, outstanding shipments, or tracking
• Promotes good customer relations by providing customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help always
• Re-directs customer inquiries to appropriate personnel within the company and who can assist in resolving the complaints/issues
• Receives and responds to inquiries/complaints regarding the Business Unit’s services, and ensures it is resolved in a timely manner
• Maintains a detailed and updated database on customers which is periodically reviewed to maintain accurate information
• Analyses customer feedback and ensures necessary action is taken on improvement areas
• Follows up with relevant internal teams to resolve customer complaints and respond to any queries
• Ensures adherence to quality standards for all customer interactions
• Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are achieved during the year.

Requirements:
• Languages: Arabic & English
• Bachelor’s Degree with min 1 year experience in the similar field
• Exceptional customer service, active listening, and verbal and written communication skills,
• Professional phone voice.
• Understanding of company products, services, and policies.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Ability to ask prying questions and diffuses tense situations.
• Adaptability and accountability.