Description : Call Center Representative. Company : null. Location :

To successfully conduct inbound/outbound calls, handle emails, social media, WhatsApp, and live chat, whilst understanding the client’s customer care philosophy and correctly interpreting customers’ comments

Main objectives of the position: To successfully conduct inbound/outbound calls, handle emails, social media, WhatsApp, and live chat, whilst understanding the client’s customer care philosophy and correctly interpreting customers’ comments

Responsibilities:

- Handle inbound requests via multiple channels (phone, email, social media, live chat & WhatsApp) in English and Arabic language

- Handle outbound campaigns (RSVP campaigns, data cleansing campaigns, care calls etc.)

- Provide expert answers to all customer requests (product, after-sales, policies, sales, E-commerce, etc.)

- Have full knowledge and understanding of CRC processes, collections, brand policies, brand processes, retail network, etc.

- Transfer calls/e-mails to the appropriate department as needed and follow up until closure.

- Have the brand culture and knowledge to respond with service excellence to all types of questions.

- Know scripts / templates / processes and tools to get the right information to best respond to the clients’ requests.

- Collect and handle client personal information with care and respect strictly brand privacy policy.

- Capture all contacts on the brand CRM tool.

- Handle client complaints investigate with concerned parties (boutique, dealers, workshops, head office, logistics, and other markets), support in resolving complaints, and communicate solutions to clients. Follow-up until complaint closure.

- Generate sales leads, reservations, and boutique appointments. Coordinate with boutiques and follow-up with clients until conversion.

- Sell creations and place customer orders in the related systems/tools.

- Identify and escalate issues to the supervisor.

- May be required to carry out additional responsibilities from time to time according to the needs of the business.

Educational Qualifications: University or College Degree

Professional Qualifications:

- Previous experience in customer service and/or call center

- Background in the timepiece and jewelry industry and/or in luxury retail / and or luxury hospitality

Competencies required:

- Excellent English, Arabic and French is a PLUS

- Proactive

- Excellent Computer and MS Office skills

- Telephone etiquette skills

- Sales / Telesales skills

- Attentive to detail

- Team spirit

- Highly active listening skills

- Self-motivated

- Empathy/stress resistant/patience/crisis management

- Previous experience in social media, WhatsApp & LIVE CHAT is a plus

Experience:

• Customer service: 3 years (Required)
• Ecommerce: 1 year (Required)

Language:

• English (Required)
• Russian (Required)Arb
• Arabic + is a plus

Ability to Commute:

• Dubai (Preferred)

Application Deadline: 31/03/2024

Expected Start Date: 01/07/2024

Job Type: Full-time

Salary: AED8,000.00 per month

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 2 years (Preferred)

Language:

• Russian and English (Required)
• English (Required)