Customer Service Representative

2 weeks ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Careers International Full time
1. Manage warranty claims:

Oversee all local, regional & international claim processing from submission to resolution, ensuring timely responses.
2. Maintain a system to track all claims:

Track all claims and replacements for all Leclerc + Things for Kiddz claims with the help of internal CRM – FreshDesk.
3. Handle customer inquiries:

Respond to customer queries (end consumer or retail queries coming from each key account) swiftly, providing solutions to resolve issues. Maintain a customer feedback log for service improvement.
4. Coordinate & implement all repair processes:

Liaise with repair centers for efficient maintenance services. Ensure all repairs meet quality standards.
5. Maintain service records:

Record service activities and resolutions systematically. Provide regular service performance reports.
6. Assist with troubleshooting:

Guide customers with product troubleshooting procedures. Develop quick-reference troubleshooting documents.
7. Provide retail training:

Conduct in-depth product knowledge sessions for retail staff across all retailers primarily in UAE for Leclerc & other TFK brands. Offer ongoing training updates for new products and services.
8. Monitor store visits:

Perform regular store audits to ensure proper product displays and discuss brand/product level actionable improvement steps.
9. Address retail issues:

Act promptly on retail concerns, providing resolutions within set timeframes. Escalate unresolved issues to senior management.
10. Analyze retailer feedback:

Collect feedback through surveys and store visits. Use insights to suggest service or product improvements.
11. Manage account communications:

Handle all service-related correspondence with retail accounts. Maintain an organized record of communications and agreements.
12. Build retail relationships:

Establish and nurture long-term relationships with retail partners. Organize quarterly check-ins to align service goals.
13. Develop and implement clear, standardized "Retail Tags":

Showcase key product features across major retailers, including essential information such as warranty period, IATA certification, and cabin-approval status for Gear Category to support informed purchasing decisions.
14. Provide service updates:

Share timely updates on new services, warranty policies, and product enhancements. Maintain a retailer update schedule.
15. Follow the key account-level route:

Visit stores A and B regularly, ensuring key stock levels are maintained. Gather retail feedback during visits and promptly communicate insights to management to support timely monthly replenishments and inventory planning.
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