Customer Care Executive - Emirati

Sharaf DG; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

Sharaf DG in Dubai seeks an experienced customer service professional to handle service and billing complaints, exchange merchandise, refunds, and bill adjustments for our Dubai store. You will contact customers to inform them of investigation results and planned adjustments, and escalate unresolved grievances to the appropriate departments.

You will work to ensure warranty product returns are processed within the specified timelines, monitor stock ageing, and support ISO SOP compliance while

Qualifications

• Experience (Yrs & Field) 3-5 years
• Educational Qualification Graduate
• Professional Certifications Diploma in Hospitality - preferable

Responsibilities

• Complaints to be attended and closed to the satisfaction of the customer
• Warranty Products to reach service centers within TAT
• Genuine Cash/Credit Card Refund issued to the customer
• Customer Care Location Ageing Stock Monitoring and Reconciliation
• ISO Compliance - as per Audit rating (SOP Compliance Store)
• Ensure TAT of Warranty products of Customers and SDG stocks to return within 15 business days from service center
• Execute Purchase Returns of products lying at service center/supplier if not returned in 15 business days.
• Ensure accepting only good items as return

Skills

Communication skills

Customer servicing

Listening skills

Problem solving

Education

Graduate

Job description

Job Summary & Purpose:

Responsible for resolving customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. Check to ensure that appropriate changes were made to resolve customers' problems. Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments. Refer unresolved customer grievances to designated departments for further investigation.

Key Performance Areas (KPAs) & Principal Accountabilities:

• Complaints to be attended and closed to the satisfaction of the customer
• Warranty Products to reach service centers within TAT
• Genuine Cash/Credit Card Refund issued to the customer
• Customer Care Location Ageing Stock Monitoring and Reconciliation
• ISO Compliance - as per Audit rating (SOP Compliance Store)
• Ensure TAT of Warranty products of Customers and SDG stocks to return within 15 business days from service center
• Execute Purchase Returns of products lying at service center/supplier if not returned in 15 business days.
• Ensure accepting only good items as return

Qualitative Requirements:

• Experience (Yrs & Field) 3-5 years
• Educational Qualification Graduate
• Professional Certifications Diploma in Hospitality - preferable

Skills & Abilities:

• Communication Skills , Customer Servicing skills, Listening skills, Problem solving skills