Job Details
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Job Description
Main Tasks:
- Assist in leading and mentor a team of customer care specialists, ensuring high performance and adherence to standards.
- Oversee complex customer inquiries and complaints, providing resolution and escalation as needed.
- Develop and implement strategies to enhance customer experience and streamline processes.
- Analyze customer feedback and order trends to drive improvements and innovations.
- Collaborate with vendors and internal teams to optimize order processing and delivery.
- Prepare detailed performance reports and present insights to Team Leader.
- Respond to customer Inquiries on social media, WhatsApp and Phone calls “both in Arabic & English”
- Help customer with the best choices from the collection of items within the store.
- Place the order for customers upon need.
- Confirm orders ‘details placed by customers and send to the relevant vendors to start manufacturing process
- Follow-up order delivery with the vendor ensuring all SLAs is met
- Get client feedback upon order delivery
- Share the progress reports daily and update the system with orders’ status.
Job Requirements
- BSc/BA in business administration or relevant field.
- Minimum of 4 years’ experience in customer care or call center, with at least 2 years in a senior role.
- Extensive experience in handling social media, WhatsApp, and phone communications.
- Deep understanding of the furniture industry and Saudi customer preferences.
- Exceptional problem-solving and decision-making skills.
- Expertise in Microsoft Excel and Word, with advanced data analysis capabilities.
- Strong leadership abilities and excellent communication skills.
- Can handle aggressive customers, complains and VIP clients
- Generate new orders and revenues.
