PRIMARY DUTIES AND RESPONSIBILITIES:
Responsible to handle all incoming and/or outgoing calls made in Menamall’s Customer Service Line.
Responsible to ensure a high standard of customer service is provided for all customers.
Responsible to set up, maintain and improve policies and procedures in relation to customer care for users.
Responsible to ensure that all customer care issues are dealt with in a timely manner and that there is progress and consistency in the delivery of customer care resolutions.
KEY DUTIES AND RESPONSIBILITIES:
Handle all Income and Outgoing Calls.
Receive information from the customers, respond to their queries and guide them.
Confirm all orders with the buyers.
Help customers from all inquiries.
Confirm the cancelled orders from the buyers.
Double check on big items and prohibited items.
Ensure orders are picked up by the couriers and entered in the system.
Handle delivery cases and ensure to resolve.
Ensure all orders have been confirmed by the Operations.
Report the call tickets and daily actions on the back end tools.
Cancel all orders from the system after confirming with the buyers.
Create an interest to the customers and seek their views regarding the services.
Give first class professional advice, accurate product information, and best practical solution and close the deal.
Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies.
Take the extra mile to engage customers.
Monitor and uphold extremely high safety and quality standards.
Provide liaise, coordinate and report with direct supervisor or manage all associated IT technical issues.
Provide technical support to the division belongs
Observe and upholds extremely high safety and quality standards.
Attend and/or conduct seminars, training and workshops as per the company requirement.
Cultivate smooth interpersonal relationship with colleagues, management and customers.
Calling buyers and cross selling + upselling
Fluency in English writing, speaking and listening skills.
Fluency in Arabic writing, speaking and listening skills.
Proven customer support experience or experience as a client service representative
Track record of over-achieving quota.
Strong phone contact handling skills and active listening.
Familiarity with CRM systems and practices.
Customer orientation and ability to adapt/respond to different types of characters.
Excellent communication and presentation skills.
Ability to multi-task, prioritizes, and manages time effectively.
Has commercial awareness.
Enthusiastic, team player and with a positive attitude.
Should be available in Dubai
Job Type: Full-time
Salary: AED4,000.00 to AED5,000.00 /month
Customer Service: 2 years (Required)
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