Customer Service Representative

Careers International; Dubai; On-site; AED 30,000 - 50,000; Full time

Job summary

A leading company in the retail sector is seeking a professional to manage warranty claims, enhance customer satisfaction, and train retail staff. The successful candidate will ensure efficient claim processing and maintain strong relationships with retail partners, contributing to overall service improvement and product success.

Qualifications

• Experience in customer service and warranty claims management.
• Strong communication and relationship-building skills.
• Ability to conduct training sessions effectively.

Responsibilities

• Oversee local and international warranty claims processing.
• Provide customer service and support to retail partners.
• Conduct training sessions for retail staff on product knowledge.

Skills

Customer Service

Retail Management

Warranty Claims Management

Product Knowledge Training

Problem Solving

Communication

Job description

1. Manage warranty claims: Oversee all local, regional, and international claim processing from submission to resolution, ensuring timely responses.
2. Maintain a system to track all claims and replacements for Leclerc Things for Kiddz claims, utilizing internal CRM FreshDesk.
3. Handle customer inquiries: Respond swiftly to customer queries (end consumers or retail queries from key accounts), providing solutions to resolve issues. Maintain a customer feedback log for service improvement.
4. Coordinate & implement all repair processes: Liaise with repair centers for efficient maintenance services and ensure all repairs meet quality standards.
5. Maintain service records: Record service activities and resolutions systematically; provide regular service performance reports.
6. Assist with troubleshooting: Guide customers through product troubleshooting procedures and develop quick-reference troubleshooting documents.
7. Provide retail training: Conduct in-depth product knowledge sessions for retail staff across all retailers, primarily in UAE, for Leclerc & other TFK brands. Offer ongoing training updates for new products and services.
8. Monitor store visits: Perform regular store audits to ensure proper product displays and discuss actionable improvement steps.
9. Address retail issues: Respond promptly to retail concerns, providing resolutions within set timeframes. Escalate unresolved issues to senior management.
10. Analyze retailer feedback: Collect feedback via surveys and store visits; use insights to suggest service or product improvements.
11. Manage account communications: Handle all service-related correspondence with retail accounts; maintain organized records of communications and agreements.
12. Build retail relationships: Establish and nurture long-term relationships with retail partners. Organize quarterly check-ins to align service goals.
13. Develop and implement standardized Retail Tags to showcase key product features across major retailers, including essential information such as warranty period, IATA certification, and cabin approval status for Gear Category to support informed purchasing decisions.
14. For Leclerc as a brand, this will be crucial for future product improvement and development.
15. Provide service updates: Share timely updates on new services, warranty policies, and product enhancements. Maintain a retailer update schedule.
16. Follow key account routes: Visit stores A and B regularly to ensure stock levels are maintained, gather retail feedback, and communicate insights to management for timely replenishments and inventory planning.