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Call Center Representative

4 months ago

Dubai, United Arab Emirates CRM Middle East Full time

**Responsibilities**:

- 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.
- 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

**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)