Customer Service Specialist

Talent Acquisition | Recruitment specialist | Sourcing | HR | HR Operation

Job Title:
Customer Service Specialist

Job Purpose:

To deliver an exceptional customer experience by responding to customer inquiries and requests through multiple channels, providing accurate product knowledge and tailored solutions that meet customer needs and ensure high levels of satisfaction, in collaboration with internal departments.

Key Responsibilities:

• Respond to customer inquiries and requests across various communication channels in a timely manner.
• Provide accurate and up-to-date information about company products and services.
• Assist customers with placing orders, modifications, and cancellations.
• Handle customer complaints and resolve issues effectively and professionally.
• Maintain a high level of product and policy knowledge to better support customers.
• Process returns and exchanges in accordance with company policies.
• Document all customer interactions and maintain accurate records within the system.
• Collaborate with internal departments to resolve complex customer issues.
• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.
• Identify high-priority issues and elevate them to the appropriate teams when necessary.
• Provide feedback and insights based on customer interactions to support service improvements.
• Participate in training sessions to enhance customer service skills and product knowledge.
• Monitor customer satisfaction and recommend improvements based on feedback.
• Stay up to date with product updates and company policy changes.
• Ensure all customer interactions align with the brand identity and quality standards.

Skills & Requirements:

• Bachelor’s degree in Marketing, Public Relations, Communications, or a related field.
• Minimum of one year of experience in a customer service role.
• Experience with CRM systems such as Zendesk, Salesforce, or similar platforms is preferred.
• Ability to perform effectively under pressure while prioritizing customer needs.
• Strong judgment and excellent problem-solving skills.
• Fluency in Arabic (spoken and written) and good command of English.
• Strong communication skills with the ability to build positive customer relationships.
• Flexibility to work non-standard hours when required, especially during marketing campaigns.

Job Details

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Customer Service
• Industries:
  Cosmetics