أخصائي خدمة العملاء

Job Purpose

To deliver exceptional service to our end customers by resolving inquiries, complaints, and issues efficiently and professionally across all communication channels, ensuring a positive user experience that supports customer satisfaction and loyalty.

Job Responsibilities

1. Ticket Management & Issue Resolution

Monitor and respond to customer service tickets submitted through the system in a timely and professional manner.

Understand the customer issue by reviewing the ticket details and any attached information.

Resolve customer inquiries or issues efficiently by gathering information, coordinating with internal teams, and communicating updates to the customer.

If necessary, follow up with customers via phone calls to provide updates, request further details, or resolve issues.

2. Customer Communication

Ensure customer concerns are addressed in a timely manner and according to the company’s luxury service standards.

Communicate with customers clearly and politely, providing them with accurate information and ensuring they feel valued.

Maintain detailed notes and logs of customer interactions within the CRM system.

3. Collaboration with Internal Teams

Collaborate with other departments (logistics, partner care, etc.) to address issues related to orders, delivery delays, product quality, or service inconsistencies.

Escalate unresolved or complex issues to appropriate team members or management for further investigation.

4. Service Improvement & Reporting

Track recurring issues or patterns from tickets and provide feedback to management for process improvements.

Suggest ways to improve customer service and streamline the resolution process.

Requirements

· 1 -2 years of experience in customer service, ideally in a fast-paced, e- commerce, or food delivery environment.

· Familiarity with ticketing systems or CRM tools.

· Strong verbal and written communication skills in both Arabic and English.

· Ability to resolve customer issues independently and with minimal supervision.

· Ability to handle challenging situations with professionalism and empathy.

· Highly organized with excellent attention to detail.