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Customer Service Representative

Job Summary:
The Customer Service Representative is responsible for providing excellent customer support and service through various communication channels. This role involves handling customer inquiries, resolving complaints, and ensuring a high level of customer satisfaction. The ideal candidate will have strong communication skills, problem-solving abilities, and a customer-focused attitude.

Key Responsibilities:

Customer Support:

Handle customer inquiries via phone, email, chat, and in-person.
Provide accurate information about products, services, and policies.
Assist customers with orders, returns, and exchanges.
Complaint Resolution:

Address and resolve customer complaints promptly and professionally.
Escalate issues to supervisors or relevant departments when necessary.
Follow up with customers to ensure their issues are resolved satisfactorily.
Order Processing:

Process customer orders and ensure timely delivery.
Update customers on the status of their orders.
Coordinate with logistics and warehouse teams to manage order fulfillment.
Record Keeping:

Maintain accurate records of customer interactions and transactions.
Update customer information in the database.
Prepare reports on customer feedback, trends, and areas for improvement.
Sales Support:

Promote and upsell products and services to customers.
Inform customers about promotions, discounts, and special offers.
Assist with billing and payment processing.
Communication:

Communicate effectively with customers, team members, and other departments.
Provide feedback to management on customer issues and suggest improvements.
Participate in team meetings and training sessions.

Customer Relationship Management:

Build and maintain strong customer relationships.
Ensure a positive customer experience by addressing their needs and concerns.
Follow up with customers to ensure ongoing satisfaction.

Qualifications and Skills:

High school diploma or equivalent; additional qualifications in customer service or a related field are a plus.
Proven experience as a customer service representative or in a similar role.
Proficiency in MS Office and customer service software (e.g., CRM systems).
Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Ability to handle stressful situations and manage multiple tasks simultaneously.
Customer-focused attitude and a passion for providing excellent service.

Additional Requirements:

Fluency in English; knowledge of Arabic or other languages is an advantage.
Flexibility to work various shifts, including evenings, weekends, and holidays.
Professional appearance and grooming standards.