Customer Service Specialist

BFL Group is one of the world’s leading off‑price retailer of fashion and homeware. With headquarters based in the United Arab Emirates, we serve over markets across the region and Southeast Asia.

Our goal is to delight customers and entice them back with the promise of exceptional pieces that excite – all at up to 80% off the original retail price for fashion designer brands. Our unique “Treasure Hunt” model ensures there is always something new to explore, desire and discover within our stores. Our customers walk out with new items every time they visit any of our stores.

We are currently seeking a Customer Service Associate (CSA) to join our E-commerce team. A Brands For Less CSA is a critical part of our mission to deliver timely, accurate and professional customer service to all Brands For Less customers. This vital position requires an action‑oriented, flexible problem‑solver who will assist customers in expediting orders and correcting post‑sales problems. Associates communicate with customers primarily through mail, chat, Whats App, phone & social media and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun and fast‑paced environment.

• Excellent communication skills (written and verbal)
• Ability to communicate correctly and clearly with all customers
• Good comprehension skills – ability to clearly understand and state the issues customers present
• Ability to concentrate – follow customers issues without distraction to resolution
• Good composition skills – ability to compose a grammatically correct, concise, and accurate written response
• Work successfully in a team environment as well as independently
• Ability to use a desktop computer system
• Familiarity with Windows XP, Microsoft Outlook, Microsoft Word and Internet Explorer
• Demonstrates understanding of the Internet,  website, and competitor websites
• Demonstrates an ability to successfully navigate websites
• Demonstrates a proficient knowledge of email applications
• Demonstrates an ability to learn in various media
• Ability to successfully adapt to changes in the work environment

• Excellent customer service skills, including maintaining focus on the customer issue in a fast‑paced environment
• Ability to empathize with and prioritize customer needs
• Demonstrates interpersonal skills with a diverse customer base
• Demonstrates conflict resolution, negotiation, and de‑escalation skills
• Demonstrates ownership to resolve challenging customer issues, escalating when necessary
• Ability to determine customer needs and provide appropriate solutions
• Maintain regular and reliable attendance, including the daily schedule as assigned
• Flexible with the working schedule; may be expected to work weekends, holidays and events
• Ability to work overtime as required by business – as much as 60 hours a week, most often occurring in the weeks surrounding the peak holiday season

• Effective problem‑solving skills including decision making, time management and immediate prioritization of tasks as assigned
• Ability to approach problems logically and rationally
• Action oriented and self‑disciplined
• Organized and detail‑oriented
• Ability to quickly and effectively prioritize work time in various departments to meet business need
• Ability to maintain composure in highly escalated situations
• Qualified candidates will be comfortable in a multi‑tasking, high‑energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service.

• Minimum qualification is higher secondary. Any graduate/PG is eligible to apply
• Past experience in customer service in any industry is appreciated
• Exceptional Customer Obsession and drive for result
• Self‑motivated and never says –‘That’s not my job’
• Willingness to work in a 24x7 service industry. Adaptable for night shifts and weekend workdays
• Fluency in English, Arabic is a plus
• Excellent verbal and written communication skills