Customer Service Representative - Sharjah, United Arab Emirates - SWISS ARABIAN PERFUMES GROUP

Description

• Cultivate and nurture a positiveand engaged community with customers.
• Respond tocomments, questions, and messages across various platforms- onlineand offline.

• Manage SAPGbrands' social media presence- scheduling, posting,replying to comments.

• Gather userfeedback and insights to improve userexperience.

• Coordinate with planningand executing influencer events and othercampaigns.

• Encourage user-generatedcontent and participation.

• Respond tocustomer queries in a timely and accurate way, via phone, email orchat (whatsapp/social media)

• Identifycustomer needs and helping customers use specificfeatures.

• Analyze the customerfeedback & prepare reports

•Update SAPG internal database with information about discussionswith customers and sales teams

• Providesupport to customers on whatsapp for the brand and place orders viawhatsapp (for ecommerce) to generate sales leads (online &offline)

• Handle disputes related tooffline or online

• Reply to customermaximum within 1 hour

• Providecustomers with relevant product information / tips on how to useproducts / which products to be used etc Brand reputationmanagement:

• Gather customer feedbackand share with Product, Sales and Marketingteams

• Build sustainable relationshipsand trust with customer accounts through open and interactivecommunication

• Follow communicationprocedures, guidelines and policies

•Should be in touch with sales staffs and make sure globally thatcustomer service is on point.
• Should follow all SOPs– for example QC issues.

•Should answer customer service email and calls and make sure noqueries are left unanswered.