Summary
Al Tayer Group’s retail division, Al Tayer Insignia, operates luxury and lifestyle brands including Bloomingdales, Harvey Nichols and Armani. The Customer Service Assistant handles customer calls and queries about products and deliveries, arranges delivery appointments, coordinates with dispatch, stores and delivery teams, and addresses complaints. The role also tracks delivery issues, maintains records, gathers customer feedback, monitors service standards and supports HSE practices. Applicants should have a diploma or pre-university education and 2–4 years of relevant logistics industry experience. The position is located in Dubai, United Arab Emirates.
The posting
As published on altayer.com. Pulled from the employer's site and shown as they wrote it.
About Us
As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world’s best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few!
Job Purpose
To provide high quality customer service to clients by providing prompt responses to all queries, effective issue resolution and accurate information on all deliveries
Responsibilities
Functional Roles and Responsibilities
- Handle customer calls and provide them with the right information regarding the products and deliveries, Phone customers to set appointment for D&A 2 days prior to delivery and liaise with the delivery team to keep track of any late deliveries and phone up customers to inform the delays.
- Coordinate with the dispatch team to ensure products are dispatched as per the schedule
- Coordinate with the stores to understand the delivery terms & conditions of the products and ensure all the services are provided during the delivery
- Address all the customer complaints by directing to the right people or by providing the right information
- Adhere to service standards on response time for all queries raised or received and follow appropriate escalation process for timely and effective accurate receipt of information thereby achieving company and customer specified KPIs.
- Take regular feedback from the customers and to present to the different departments on complaints received, response time etc. maintain all delivery records and driver / customer feedback and escalate them to Sr. Customer Service Executive for appropriate action.
- Train & monitor the delivery team to ensure high level of customer satisfaction
- Maintain HSE practices in the working environment in order to minimize the opportunity of damage property and injury to self and colleagues. Pro-actively remind colleagues to behave in line with the HSE processes defined by the company.
- Review Operational processes from a risk management perspective; identify and qualify new areas of risks and escalate concerns to the HSE committee appointed by the company.
Qualifications
Education/Certification and Continued Education
- Diploma or Pre-University
Years of Experience
- 2-4 years relevant experience in logistics Industry