Customer Service Representative

5 months ago

Dubai, United Arab Emirates Wrkbay Full time

Providing product or service information: Offering detailed information about the company's products, services, policies, and procedures. Helping Wrkbay costumer understand product features, pricing, and any available discounts or promotions.
- Assisting with inquiries and problem-solving: Responding to customer inquiries and resolving problems or concerns in a timely and efficient manner. This may involve troubleshooting technical issues, processing returns or exchanges, tracking shipments, or providing billing support.
- Excel reporting: Utilizing Excel to create, update, and maintain various reports related to customer service operations. This may include tracking customer inquiries, analyzing trends, monitoring key performance indicators (KPIs), and generating metrics-based reports.
- Processing orders and transactions: Assisting customers with placing orders, processing payments, and updating account information. Ensuring accuracy in order entry and maintaining customer records.
- Maintaining customer records: Documenting customer interactions, inquiries, and complaints in a CRM (Customer Relationship Management) system. Recording relevant details, resolutions, and any follow-up actions taken.
- Collaborating with internal teams: Liaising with other departments such as sales, billing, and shipping to coordinate and resolve customer issues or requests. Sharing customer feedback or recurring problems with relevant teams to improve products or services.
- Upselling and cross-selling: Identifying opportunities to upsell or cross-sell products or services based on the customer's needs and preferences. Providing recommendations or additional information to enhance the customer's experience.
- Handling escalations: Addressing customer complaints or complex issues that require escalation to a supervisor or manager. Ensuring proper follow-up and resolution of escalated cases.
- Maintaining a customer-centric approach: Demonstrating empathy, patience, and professionalism while interacting with customers. Striving to exceed customer expectations and foster positive relationships.
- Continuous learning: Keeping up to date with product knowledge, industry trends, and company policies. Participating in training programs and workshops to enhance customer service skills.

Skill Set
- Communication skills, Empathy and patience, Problem-solving abilities, Adaptability, Product knowledge, Conflict resolution, Time management, Teamwork and collaboration, Technology proficiency, Positive attitude:
Ability to commute/relocate:

- Dubai: Reliably commute or planning to relocate before starting work (required)

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