Customer Service Representative

1 week ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Sharaf DG LLC Full time

Job Summary & Purpose

As a key member of the Sharaf DG LLC team, the Customer Care Executive will be responsible for resolving customer service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. The ideal candidate will ensure that appropriate changes were made to resolve customers' problems and provide timely updates to customers regarding claim investigation results and any planned adjustments.

Key Responsibilities:

  1. Customer Complaint Resolution: Attend to customer complaints in a timely and professional manner, ensuring that all issues are resolved to the customer's satisfaction.
  2. Warranty Product Management: Ensure that warranty products are returned to service centers within the agreed-upon timeframe (TAT).
  3. Refunds and Adjustments: Process genuine cash/credit card refunds to customers and make necessary adjustments to bills.
  4. Inventory Management: Monitor and reconcile ageing stock at customer care locations to ensure accurate inventory levels.
  5. Compliance and Quality: Maintain ISO compliance as per audit ratings and ensure that all store operations adhere to Standard Operating Procedures (SOPs).
  6. TAT Management: Ensure that warranty products and SDG stocks are returned to customers within 15 business days from the service center.
  7. Purchase Returns: Execute purchase returns of products lying at service centers/suppliers if not returned within 15 business days.
  8. Return Acceptance: Ensure that only good items are accepted as returns.

Requirements:

Experience: 3-5 years of experience in customer service or a related field
Educational Qualification: Graduate degree from a recognized institution
Professional Certifications: Diploma in Hospitality is preferred
Skills & Abilities: Excellent communication skills, customer servicing skills, listening skills, and problem-solving skills.



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