Customer Service Representative

1 week ago

Dubai, Dubai, United Arab Emirates Hatchfit Full time
About the Role

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Hatchfit Physiotherapy Clinic. As a key member of our customer service team, you will play a vital role in ensuring that our clients receive exceptional service and support.

Key Responsibilities
  1. Deliver Exceptional Customer Service: Provide consistently high-quality service to customers on a daily basis, ensuring that their needs are met and exceeded.
  2. Analyze and Resolve Customer Queries: Analyze and respond to customer inquiries in a timely and effective manner, ensuring that all queries are thoroughly investigated and resolved.
  3. Build and Sustain Relationships: Build and sustain long-term relationships with clients through proactive communication and follow-up, ensuring that their needs are met and exceeded.
  4. Take Ownership of Customer Queries: Take ownership of customer queries, proactively working towards resolution and ensuring that all queries are thoroughly investigated and resolved.
  5. Maintain Accurate Records: Keep accurate records of all transactions and interactions with customers, ensuring that all information is up-to-date and accurate.
  6. Perform Various Customer Service Activities: Perform various customer service activities, including upselling and managing new and existing accounts, to ensure that customer needs are met and exceeded.
  7. Exceed Customer Expectations: Exceed customer expectations within tight deadlines, ensuring that all customer needs are met and exceeded.
  8. Act as a Liaison: Act as a liaison between clients and internal departments to ensure efficient service delivery and effective communication.
  9. Work with Internal Teams: Work with internal teams to resolve issues or provide necessary support, ensuring that all customer needs are met and exceeded.
  10. Establish and Monitor Customer Service Standards: Establish and monitor customer service standards, using recognized benchmarks and setting key performance indicators (KPIs) to ensure that customer needs are met and exceeded.
  11. Maximize Productivity: Maximize productivity while minimizing costs, ensuring that all customer needs are met and exceeded.
  12. Follow up on Customer Complaints: Follow up on customer complaints, ensuring that all requests are addressed promptly and effectively.
  13. Support Other Team Members: Support other customer care team members as needed, ensuring that all customer needs are met and exceeded.
  14. Coordinate with Overseas Offices: Coordinate with overseas offices and agents to arrange shipments for clients when required, ensuring that all customer needs are met and exceeded.
  15. Ensure Accurate and Timely Invoicing: Ensure accurate and timely invoicing/billing to customers, meeting monthly KPIs and ensuring that all customer needs are met and exceeded.
Role Requirements
  1. Knowledge of Import/Export Formalities: Possess knowledge of import/export formalities and regulations.
  2. Experience in Logistics: Have experience in logistics and customer service.
  3. Strong Communication Skills: Possess strong communication skills, both written and verbal.
  4. Proficiency in Microsoft Office: Be proficient in Microsoft Office, including Word, Excel, and Outlook.

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