Customer Service Officer
6 months ago
**Company Description**
M.R.S. Packaging & Food Service Limited is a customer-oriented company based in Dubai, dedicated to serving the F&B industry in the Middle East for the past 25 years. We supply fun food concession equipment and a variety of other related products and services to various entertainment venues, hotels, restaurants, airports, coffee shops, and more. We also offer attractive, innovative, time-saving, and cost-effective disposable products for everyday use and special occasions.
**Role Description**
We are seeking an experienced Customer Service Officer with excellent communication skills, strong problem-solving abilities, and sound decision-making capabilities to join our team at M.R.S. Packaging Ltd. in Dubai. This is a full-time, on-site role where you will be responsible for providing outstanding customer support and ensuring customer satisfaction. Your daily tasks will include resolving customer inquiries and issues, assisting with product selection, processing orders, coordinating with internal teams, and maintaining a positive customer experience while ensuring compliance with company policies.
**Duties and Responsibilities**
- Empathetically and professionally address all customer/client queries, problems, or complaints, updating them in NetSuite.
- Understand customer complaints and offer precise solutions.
- Manage and resolve customer complaints to ensure satisfaction.
- Maintain proper customer records, including order history and communication logs.
- Escalate complicated or sensitive customer issues to the appropriate department manager when necessary.
- Identify opportunities to improve customer service procedures and suggest solutions to management.
- Achieve and maintain customer service targets and goals.
Note: Head office hours are from 8:00 AM to 5:00 PM, Monday to Friday. The Customer Care Officer may be required to work evenings or weekends to ensure adequate support for customer complaints and solutions.
**Qualifications**
- Bachelor’s degree with minimum 5 years Customer Service Experience in FMCG / F&B industry.
- Excellent interpersonal skills, with the ability to communicate effectively and professionally with customers.
- Proven track record in delivering exceptional customer satisfaction.
- Strong problem-solving and conflict resolution skills
- Ability to create a positive customer experience
- Ability to multitask and prioritize.
- Attention to detail and accuracy.
- Bachelor’s degree with minimum 5 years Customer Service Experience in FMCG / F&B industry.
- Knowledge of ERP, CRM software and systems.
Relevant skills and qualifications that would be beneficial for this role include:
- Previous experience in the F&B industry
- Knowledge of food packaging and concession equipment
- Proficiency in multiple languages
- NetSuite knowledge will be an added advantage
- UAE Driving license preferred.
**Information**:
- Address: Dubai Logistic City, Dubai World Central, Dubai South, DWC Plot WB56 & WB57, P.O. Box: 17074, Dubai - United Arab Emirates
- Office timing: 8 AM to 5PM Monday to Friday
Pay: AED4,000.00 - AED5,000.00 per month
Ability to commute/relocate:
- Dubai: Reliably commute or planning to relocate before starting work (required)
Application Question(s):
- ERP experience, Oracle NetSuite
**Education**:
- Bachelor's (required)
**Experience**:
- food & Beverage Customer Service: 5 years (required)
**Language**:
- English and Hindi (required)
License/Certification:
- UAE Driving License (required)
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