Customer Service Assistant ( Arabic/English)

Planet; Dubai; Hybrid; AED 60,000 - 80,000; Full time

Job summary

A leading tech company in Dubai seeks a Customer Service Assistant to enhance customer experience. The role involves responding to inquiries, resolving issues, and collaborating with teams. Ideal candidates are fluent in Arabic and English, possess strong communication skills, and have a positive attitude. This position offers a hybrid work model with three days in the office.

Qualifications

• Fluent in Arabic and English, both verbally and in writing.
• Strong ability to analyze customer issues and provide practical solutions.
• Ability to prioritize tasks effectively and resolve customer issues in a timely manner.

Responsibilities

• Respond to customer inquiries via phone, email, live chat, or in person.
• Assist customers in troubleshooting issues with products or services.
• Maintain accurate records of customer interactions in the CRM system.

Skills

Communication Skills

Problem-Solving

Patience and Empathy

Active Listening

Multitasking

Attention to Detail

Positive Attitude

Product Knowledge

Time Management

Job description

Role Overview

Planet Tax Free solution was first launched in UAE in 2018 and the team have been constantly innovating and pushing the solution forward since then. In September 2022, Planet with the help of its global teams launched the world’s first paperless fully digital tax-free experience.

The Tax-Free Retail Team at Planet places a lot of emphasis on digital transformation for the tax-free business globally. It’s a truly exciting time to be working in the Retail vertical, to really think through what feel good commerce means to our Merchants and their Shoppers and especially bringing our unique connected commerce proposition to life across all our Payment and Software solutions

As a Customer Service Assistant you will have the opportunity to grow develop and deliver exceptional customer experience in this critical business function.

What You Will Do

• Customer Support
• Respond to customer inquiries via phone, email, live chat, or in person.
• Provide accurate information about products, services, policies, and procedures.
• Assist customers in troubleshooting issues with products or services.
• Address customer complaints or concerns in a professional and empathetic manner.
• Process orders, returns, or exchanges, and handle billing or payment issue
• Problem Resolution
• Identify customer issues and work to resolve them promptly, escalating complex problems to higher-level management or specialists if necessary.
• Follow up with customers to ensure their issues have been resolved and they are satisfied with the outcome.
• Offer solutions that meet customer needs while adhering to company policies.
• Documentation and Reporting
• Maintain accurate records of customer interactions, transactions, and feedback in the company’s CRM (Customer Relationship Management) system.
• Track recurring issues or complaints to help identify trends and suggest improvements to products or services.
• Prepare reports on customer service performance, customer feedback, and issue resolution.
• Product Knowledge and Education
• Stay informed about the company’s products, services, and promotions in order to provide accurate and up-to-date information to customers.
• Educate customers on how to use products or services effectively and offer advice or recommendations as needed.
• Assist customers in understanding policies related to returns, warranties, refunds, etc.
• Handling Escalations
• Manage and de-escalate difficult situations or irate customers by staying calm, listening attentively, and providing a solution or alternative options.
• Ensure customers feel heard and valued, aiming to turn a negative experience into a positive one.
• Team Collaboration
• Collaborate with colleagues from other departments (such as sales, technical support, or logistics) to ensure customers receive comprehensive assistance.
• Share customer feedback with relevant teams to help improve products, services, or overall customer experience.
• Customer Satisfaction and Retention
• Strive to enhance the overall customer experience by ensuring their needs are met and their concerns addressed.
• Encourage repeat business and customer loyalty through excellent service, and handle customer retention efforts when appropriate.
• Conduct follow-ups or surveys to assess customer satisfaction and gather feedback for improvements.
  
  

Who You Are

• Communication Skill superstar: Ability to clearly and effectively communicate with customers, both verbally and in writing.
• Fluent Arabic & English Speaker both verbally and in writing.
• Problem-Solving: Strong ability to analyze customer issues and provide practical solutions.
• Patience and Empathy: The ability to remain calm and composed while dealing with upset or frustrated customers.
• Active Listening: Fully understanding customer concerns before responding or providing solutions.
• Multitasking: Handling several customer inquiries or tasks simultaneously in a busy environment.
• Attention to Detail: Ensuring accurate information and handling requests properly.
• Positive Attitude: Maintaining a friendly and approachable demeanor, even in challenging situations.
• Product Knowledge: Familiarity with the company’s products, services, and policies to provide effective support.
• Time Management: The ability to prioritize tasks effectively and resolve customer issues in a timely manner.
  
  

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.