Fragrance Specialist

2 weeks ago


Dubai, Dubai, United Arab Emirates Fragrance World Full time

We're seeking a Fragrance Specialist to join our team at Fragrance World. You'll be the go-to person for answering customer queries, resolving issues, and creating an awesome experience for everyone who reaches out to us.

Key Responsibilities:

  1. Customer Interaction
    1. Handle customer chats on social media platforms (Instagram, Facebook, TikTok, etc.) and the website.
    2. Respond to inquiries about products, orders, and general questions with professionalism and a warm tone.
    3. Resolve customer complaints and issues promptly, ensuring satisfaction.
    4. Escalate more complex queries to the appropriate team when necessary.
  2. Engagement
    1. Build rapport with customers by personalizing interactions and going the extra mile to make them feel valued.
    2. Proactively engage with customers to encourage repeat interactions and loyalty.
    3. Keep the tone friendly, fun, and aligned with our brand's vibe.
  3. Efficiency and Organization
    1. Maintain detailed and accurate records of customer interactions using our tools and systems.
    2. Track recurring issues and communicate insights to the team to improve processes and customer experience.
    3. Work closely with other teams like social media, marketing, and operations to ensure customer queries are handled seamlessly.
    4. Share feedback and suggestions from customers to improve products, services, and processes.

Requirements:

  1. 1-2 years of experience in customer support or a similar role (bonus if it's in beauty, fragrance, or e-commerce).
  2. Excellent written communication skills with a friendly and engaging tone.
  3. Proficiency in using chat tools, social media platforms, and customer support software.
  4. Great organizational skills and attention to detail.
  5. Empathy and patience to handle a variety of customer personalities.
  6. Ability to multitask and stay calm under pressure.
  7. Ability to follow processes set by the team manager.
  8. Good in Excel.


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