Customer Service Representative - Dubai, United Arab Emirates - Gulbahar Group

Gulbahar Group
Gulbahar Group
Verified Company
Dubai, United Arab Emirates

3 weeks ago

Ahmed Al-Mansouri

Posted by:

Ahmed Al-Mansouri

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Description

The job expertise of a Customer Service Representative (CSR) involves a combination of skills and competencies to effectively handle customer interactions and provide satisfactory solutions.

Here are some key areas of expertise for a CSR:


Job Expertise & Advantage:


  • Product/Service Knowledge
  • Problem Solving
  • Patience and Empathy
  • Conflict Resolution
  • Adaptability and Flexibility
  • Knowledge of Company Policies

Responsibilities:


Ø Issue Resolution:
Identifying and resolving customer problems, complaints, or technical difficulties. This involves active listening, troubleshooting, and finding appropriate solutions to ensure customer satisfaction.

Ø Order Processing:
Assisting customers with placing orders, tracking shipments, processing returns, or handling billing inquiries. You may work with various internal departments to ensure smooth order management.

Ø Product Knowledge:
Developing a deep understanding of the company's products or services to address customer questions accurately. You will stay updated on product features, specifications, pricing, and promotions.

Ø Customer Relationship Management:
Building rapport and fostering positive relationships with customers. You will strive to understand their needs, offer personalized assistance, and provide exceptional service to enhance customer loyalty.

Ø Documentation and Record-Keeping:
Maintaining accurate and detailed records of customer interactions, inquiries, and complaints in a CRM system. This allows for easy reference and provides insights for improving customer service processes.

Ø Escalation Handling:
Identifying situations that require additional attention or expertise and escalating them to the appropriate supervisor or department. You may collaborate with other teams to resolve complex issues efficiently.

Ø Proactive Communication:
Reaching out to customers with relevant updates, proactive support, or follow-ups to ensure their needs are met. This may include notifying them of promotions, product releases, or addressing potential concerns.

Ø Team Collaboration:

Collaborating with other members of the customer service team, as well as cross-functional departments, to share knowledge, gather insights, and improve overall customer service processes.


Ø Continuous Improvement:
Identifying opportunities to enhance the customer experience and suggesting improvements to existing processes, policies, or product offerings. Your feedback can contribute to refining customer service strategies


Skillset:

Ø Time Management skills

Ø Knowledge of CRM tools, Google AdWords, and online analytics.

Ø Understanding of advanced marketing principles.

Ø Proficient in MS Office and CRM software/Application.

Ø Knowledge of modern marketing techniques


Experience:

Ø Minimum 5 years of Experience in the same field in UAE

Ø Experience in Manufacturing & International Sales, Product distribution and export market job background is preferred


Job Types:
Full-time, Permanent


Salary:
AED5, AED8,000.00 per month


Ability to commute/relocate:

  • Dubai: Reliably commute or planning to relocate before starting work (required)

Experience:

Corporate Customer Service: 5 years (required)
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