B2B Customer Care & Order Support Specialist

Dr Scent; Sharjah; On-site; AED 67,000 - 100,000; Full time

Job summary

Dr Scent is seeking a dynamic customer support specialist to provide professional service across phone, WhatsApp, email, and in-person visits. You will verify orders, manage customer records in ERP/CRM, and coordinate with Sales, Operations, and Logistics to ensure timely delivery.

The role emphasizes accurate data entry, ticket creation and follow-up, handling complaints, and contributing to customer success goals.

Qualifications

• Bachelor's Degree or Diploma in Business Administration, Customer Service, Marketing, or related field.
• 2–4 years of experience in Customer Service or Customer Care.
• Experience using ERP and CRM systems is preferred.
• Excellent communication skills in Arabic and English.
• Strong organizational and problem-solving skills.
• Ability to work under pressure and manage multiple customer requests.
• Proficiency in Microsoft Office applications.

Responsibilities

• Respond to customer inquiries via phone, WhatsApp, email, and other approved channels.
• Provide accurate information regarding products, services, orders, and policies.
• Verify B2B sales orders with customers before processing.
• Register and update customer information in ERP/CRM.
• Create and monitor customer support tickets until resolution.
• Update customers on ticket status and resolution time.
• Monitor order fulfilment and coordinate with Operations, Warehouse, and Logistics.
• Provide product information for diffusers, fragrance oils, perfumes, and accessories.
• Support walk-in customers with product information and requests.
• Record customer feedback and report improvement opportunities.

Skills

Arabic language

English language

Communication skills

Organizational skills

Problem-solving

Ability to work under pressure

Education

Bachelor's Degree

Diploma

Related field

Tools

ERP systems

CRM systems

Job description

Dr Scent is seeking a dynamic customer support specialist to provide professional service across phone, WhatsApp, email, and in-person visits. You will verify orders, manage customer records in ERP/CRM, and coordinate with Sales, Operations, and Logistics to ensure timely delivery.

The role emphasizes accurate data entry, ticket creation and follow-up, handling complaints, and contributing to customer success goals.