Customer Service Representative

17 hours ago

Dubai, Dubai, United Arab Emirates EATHOS Full time
Job Title: Customer Happiness Center Representative

As a Customer Happiness Center Representative, you will be the first point of contact for customers, handling inquiries, concerns, and feedback with a focus on providing an exceptional customer experience. You will represent the company in a friendly, professional manner, helping to resolve issues related to orders, products, and services for a food and beverage company. Your goal is to ensure customer satisfaction and retain their loyalty by delivering outstanding service.

Key Responsibilities:
  • Handle Inbound and Outbound Calls: Respond to customer inquiries, complaints, and requests via phone, chat, or email.
  • Order Support: Assist customers with placing orders, tracking deliveries, and resolving any issues related to their orders.
  • Resolve Complaints: Listen to customer concerns, investigate issues, and provide appropriate solutions in a timely manner.
  • Product Knowledge: Maintain a comprehensive understanding of the company's food and beverage offerings to effectively answer customer questions and recommend products.
  • Escalation: Identify issues that require higher-level support and escalate to the appropriate department when necessary.
  • Follow-Up: Ensure that any unresolved issues are followed up on and closed to the customer's satisfaction.
  • Maintain Customer Records: Accurately record customer interactions, issues, and resolutions in the system.
  • Feedback Collection: Gather and record customer feedback to help improve service quality and customer experience.
  • Adhere to Policies: Follow company guidelines, protocols, and policies when interacting with customers and resolving issues.
Requirements:
  • Experience: Previous experience in customer service roles is essential. The candidate should be adept at managing customer inquiries, resolving complaints, and providing empathetic support to ensure positive customer interactions.
  • Communication Skills: The agent must have excellent English speaking and writing abilities to engage with a diverse customer base. Fluency in additional languages such as Arabic would be an added advantage.
  • Call Handling and Organization: The agent should have the ability to answer and manage inbound calls efficiently, prioritize them based on urgency, and ensure proper follow-up.
  • Problem-Solving Skills: Ability to think quickly, provide solutions to customer issues while maintaining a positive attitude, and escalate the case when necessary.
  • Technical Skills: Proficiency in customer service software (CRM), Microsoft Office, and the ability to quickly learn new tools, especially for organizing data, preparing reports, and documenting customer feedback.
  • Attention to Detail: Accurate data entry and attention to detail are important for maintaining records of customer interactions, ensuring that follow-ups are handled appropriately, and that all details are logged.
  • Positive and Professional Attitude: Should possess a positive attitude, demonstrating professionalism in all interactions, and contributing to a welcoming environment for both customers and colleagues.
  • Multitasking: Ability to handle multiple customer interactions and tasks at the same time.
  • High School Diploma or equivalent; additional certifications in customer service are a plus.

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