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Customer Service Representative
2 weeks ago
Company Description
Nejoum Al Jazeera is dedicated to facilitating car transportation from all American auctions. We provide comprehensive services including buyer accounts, towing, shipping, clearance, and constant tracking. Our team works tirelessly to ensure smooth and efficient car transportation for our clients.
Role Description
This is a full-time, on-site role for a Customer Service Representative located in Sharjah, United Arab Emirates. The Customer Service Representative will handle day-to-day tasks such as responding to customer inquiries, providing support, ensuring customer satisfaction, and maintaining high standards of customer service. Responsibilities also include managing customer experiences and addressing any issues that arise.
Detailed Roles and Responsibilities:
- Customer Communication Management
• Respond to customer inquiries via phone, email, and communication platforms (WhatsApp/CRM).
• Provide customers with accurate information regarding pricing, shipping timelines, and customs clearance/delivery services.
• Conduct regular follow-ups with customers to build long-term relationships and enhance satisfaction and loyalty.
- Order and Shipment Processing
• Accurately record all customer and vehicle data into the system (ERP / CRM).
• Issue preliminary invoices and official quotations for customers.
• Track shipment status from purchase at the auction until final delivery to the client.
• Coordinate with the Operations Department to schedule customs clearance and port collection.
- After-Sales Service
• Ensure customer satisfaction after the shipment has been delivered.
• Follow up on any claims or compensations related to delays or damages.
• Submit periodic reports to management on recurring customer feedback and complaints, with suggested solutions.
- Problem-Solving and Escalation
• Handle customer issues promptly (delays, missing documents, invoice errors).
• Coordinate with relevant departments (Accounts – Operations – Customs Clearance) to ensure quick resolution.
• Escalate critical cases to the Customer Service Manager with practical solution proposals.
- Reporting and Follow-Up
• Prepare daily reports covering inquiries, orders, and closed shipments.
• Submit weekly reports to management including:
o Number of new customers.
o Customer Satisfaction rate.
o Most recurring issues.
• Enter customer feedback into the system for service improvement.
- Additional Tasks for Exceptional Customer Service
• Conduct regular calls with key clients (VIP) to provide personalized support.
• Contribute to marketing campaigns by contacting previous customers with new offers.
• Assist in training new employees on company systems and procedures.
• Monitor social media channels and respond to customer inquiries.
• Support the Sales Department in convincing new customers by explaining company services.
• Participate in exhibitions or events to represent the company as the face of customer service.
Qualifications
- Customer Service Representatives, Customer Service, and Customer Support skills
- Customer Satisfaction and Customer Experience skills
- Excellent written and verbal communication skills
- Strong problem-solving abilities
- Ability to work independently and as part of a team
- Experience in the transportation or shipping industry is a plus
- High school diploma or equivalent; additional qualifications are advantageous
- Should be Arabic and English Speaker
