Customer Service Agent

H & H Group Of Companies DMCC; Sharjah; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Agent to enhance customer satisfaction and streamline order management. In this dynamic role, you will be the first point of contact for customers, providing timely responses to inquiries and resolving complaints efficiently. Your ability to manage leads and maintain accurate records in the CRM will be crucial for ensuring a seamless customer experience. Join a forward-thinking team that values your contributions and offers a supportive environment for professional growth. If you're passionate about delivering exceptional service and thrive in a fast-paced setting, this opportunity is perfect for you.

Benefits

Visa

Medical Insurance

Life Insurance

Annual Air Ticket

Qualifications

• Experience in customer service, preferably in E-commerce or retail.
• Proficiency in Microsoft Office applications.

Responsibilities

• Respond to customer inquiries via phone, email, and WhatsApp.
• Handle customer complaints and resolve issues professionally.
• Assist customers with order placement and tracking.

Skills

Fluency in Arabic

Fluency in English

Customer Service Experience

Problem Solving

Education

High School Diploma

Bachelor's Degree

Tools

Microsoft Word

Microsoft Excel

CRM Systems

Job description

Visa, Medical Insurance, Life Insurance, Annual Air Ticket

Vacancy

1 Vacancy

Job Description

The Customer Service Agent is responsible for providing excellent customer support by managing inquiries, resolving complaints, and offering accurate information about products and services. The role also includes handling leads, supporting order management, maintaining clear records, and collaborating with team members to ensure a seamless customer experience.

Key Responsibilities

Customer Interaction:

• Respond promptly to customer inquiries via phone, email, WhatsApp, and other communication channels.
• Provide accurate and detailed information about products, services, and promotions.

Lead Management:

• Create and qualify leads in the CRM system based on predefined criteria.
• Assign qualified leads to the sales team and ensure all relevant data is accurately recorded.

Problem Solving:

• Handle customer complaints and resolve issues professionally and on time.
• Escalate unresolved or complex issues to the relevant department when necessary.

Order Management:

• Assist customers with order placement, tracking, and follow-ups.
• Coordinate with logistics and warehouse teams to ensure timely delivery of products.
• Follow up on RTO (Return to Origin) orders and provide updates to the E-commerce team.

Documentation & Reporting:

• Maintain accurate records of customer interactions and transactions in the CRM system.
• Provide regular feedback and reports to management regarding common customer concerns and suggestions for improvement.
• Work closely with other team members to ensure smooth service delivery.

Key Performance Indicators (KPIs)

• Response Time: Answer customer inquiries within 5 minutes via WhatsApp and within 24 hours for emails.
• Issue Resolution: Resolve at least 95% of customer complaints within 24 hours.
• Lead Management: Ensure 100% accuracy in CRM records.
• Order Fulfillment: Coordinate with logistics and warehouse teams to ensure timely deliveries.

Desired Candidate Profile

• Languages: Fluency in both Arabic and English is necessary
• Technical Skills: Proficiency in Microsoft Word and Excel
• Experience: Prior experience in customer service, preferably in E-commerce or retail

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