Customer Service Representative

ABYAT; Doha; On-site; QAR 33,000 - 47,000; Full time

Job summary

ABYAT in Doha is seeking a Customer Service Officer to deliver an outstanding in-store experience and support customers with inquiries, returns and installations.

The role requires face-to-face interaction, strong communication, and the ability to coordinate with multiple store departments to ensure prompt resolutions. A Bachelor's degree is preferred and 2–4 years in retail customer service is desirable. English fluency is essential, Arabic is a plus.

Qualifications

• Bachelor's degree in a related field preferred.
• 2–4 years of experience in customer service, preferably within retail.
• Experience in face-to-face customer service in a physical store environment.
• Good command of English; Arabic is an advantage.

Responsibilities

• Welcome customers and provide a professional, friendly in-store experience.
• Act as the first point of contact and understand customer needs and concerns.
• Handle inquiries, complaints, requests, returns, exchanges and service-related issues per policy.
• Resolve concerns professionally and escalate complex cases when required.
• Provide accurate information regarding products, orders, deliveries, installations, payments, warranties and after-sales services.
• Coordinate with Sales, Warehouse, Delivery, Installation, Finance and other departments to resolve issues promptly.
• Follow up on complaints and pending requests until closure with high customer satisfaction.
• Register and maintain records of customer interactions and resolutions in the systems.
• Support customers with order-related inquiries and track status of orders.
• Ensure all interactions comply with company standards and procedures.
• Identify recurring issues and relay feedback to management for service improvements.

Skills

Face-to-face customer service

Customer focus

Communication skills

Problem solving

Active listening

Education

Bachelor's degree in Business Administration/Marketing/Hospitality

Tools

CRM/ERP/POS

Job description

Join the Team at ABYAT - Your Gateway to Retail Excellence!

About us

Are you ready to be part of the largest retail store in the Middle East? ABYAT, spanning an impressive 22,000 square meters and offering over 22,000 products, is your one-stop destination for all things home improvement and more. From elegant tiles and captivating wallpapers to state-of-the-art lighting solutions and stylish kitchen fixtures, we pride ourselves on offering a diverse array of top-quality products under one roof.

Established locally with a vision for excellence, ABYAT has been setting benchmarks since its inception in September 2005. With an unwavering focus on our customers, we've crafted an experience that revolves around their needs, from our meticulously designed store layouts to our unparalleled service offerings.

Expanding beyond our roots in Kuwait, ABYAT is now making waves in Saudi Arabia and setting our sights on Qatar and the UAE. As we continue to grow, we're seeking passionate individuals to join our dynamic team and contribute to our journey of success.

• Position: Customer Service Officer
• Location: On Site - Doha
• Type: Full-time

Job Purpose

The Customer Service Officer is responsible for delivering an excellent in-store customer experience by welcoming and assisting customers, handling their inquiries and concerns, resolving complaints, and ensuring smooth coordination with relevant store departments. The role requires a highly customer-oriented individual who is confident in face-to-face customer interactions and understands the retail environment.

Key Responsibilities

• Welcome customers and provide a professional, friendly, and positive in-store experience.
• Act as the first point of contact for customers visiting the store and understand their needs and concerns.
• Handle customer inquiries, complaints, requests, returns, exchanges, and service-related issues in accordance with company policies.
• Resolve customer concerns efficiently and professionally, escalating complex cases when required.
• Provide customers with accurate information regarding products, orders, deliveries, installations, payments, warranties, and after-sales services.
• Coordinate with Sales, Warehouse, Delivery, Installation, Finance, and other departments to ensure customer issues are resolved promptly.
• Follow up on customer complaints and pending requests until closure, ensuring a high level of customer satisfaction.
• Register and maintain accurate records of customer interactions, complaints, and resolutions in the relevant systems.
• Support customers with order-related inquiries and assist in tracking the status of their orders.
• Ensure all customer interactions are handled professionally and in line with the company's customer service standards.
• Identify recurring customer issues and communicate feedback to management to help improve the overall customer experience.
• Support store operations during peak periods and assist in maintaining an organized and customer-friendly service area.
• Ensure compliance with company policies, procedures, and customer service standards.

Requirements

• Bachelor's degree in Business Administration, Marketing, Hospitality, or a related field is preferred.
• 2–4 years of experience in customer service, preferably within retail.
• Proven experience in face-to-face customer service and dealing directly with customers in a physical store environment.
• Previous experience in retail, showroom, furniture, home improvement, or a similar customer-facing environment is highly preferred.
• Strong communication and interpersonal skills.
• Excellent customer handling and complaint-resolution skills.
• Ability to remain calm, professional, and solution-oriented when dealing with difficult customers.
• Good coordination and follow-up skills.
• Ability to work in a fast-paced retail environment and handle multiple customer requests.
• Good computer skills and experience using CRM, ERP, POS, or customer service systems is an advantage.
• Good command of English; Arabic is an advantage.
• Flexible to work shifts, weekends, and public holidays according to the store schedule.

Key Competencies

• Customer Focus
• Face-to-Face Customer Service
• Communication Skills
• Complaint Handling & Conflict Resolution
• Problem Solving
• Active Listening
• Empathy & Emotional Intelligence
• Teamwork & Collaboration
• Follow-Up & Ownership
• Attention to Detail
• Retail Awareness
• Professionalism