Senior Customer Service Representative
Job Description
JOB DESCRIPTION
Senior Customer Care Executive, E-Commerce, 6thStreet
6THSTREET.COM () is a one-stop shop for style-conscious women, men and kids in the UAE, KSA and Kuwait. The fashion-savvy destination offers collections from over 150 international fashion brands such as Dune London, ALDO, Naturalizer, Nine West, Charles & Keith, New Balance, Crocs, Birkenstock, Skechers, Levi's, Aeropostale, Garage, Nike, Adidas Originals, Rituals, and many more. The online fashion platform also provides free delivery, free returns, cash on delivery and the option for click and collect.
Overview
We are looking for highly motivated, enthusiastic Senior Customer Service Representatives who can thrive in a fast-paced, dynamic environment where they work cooperatively with teams. As Senior Customer Service Representative your role will be solving customer queries by providing product, service information resolving product and service issues by maintaining immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end to end solutions for better customer service experience. Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues.
Key Responsibilities
- Provide excellent customer service by attending to incoming calls. Emails, Chats within the quality guidelines
- Handling and resolving customer complaints to customer satisfaction within the defined authority limits and to escalate as per process
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Ensure quality of inbound / outbound calls by achieving set targets in terms of service standards and customer satisfaction.
- Attend to special tasks assigned by team leader and Managers.
- Demonstrate flexibility in adhering to your planned/scheduled shifts and on call/ unplanned shifts due to the floor situation for achieving all defined Service Level and Abandoned rates
- Ensure self-punctuality, adherence of policies & procedures and discipline to the Centre.
Key Experience & Skills
- 3+ years of proven experience in retail eCommerce experience preferred
- Bachelor's degree or equivalent experience
- Customer Service, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills
- Excellent communication skill in English & Arabic
- Highly effective listening skills.
- Consumer-centric mindset to provide premium consumer service experience.
- Logical Problem solving, multi-tasking and time management skills.
- Independent, Disciplined and Focused personality.
- Self- Motivated and flexible to offer support
- Ability to cope and manage varying workloads and pressures
- Competently can use Information Technology – Phone, Mobile, MS Office, Internet & Email
Benefits
- Full-time role
- Competitive salary
- Company employee discounts across all brands
- Medical & health insurance
- Collaborative work environment
- Good vibes work culture
Job Details
Employment Types:
Full time
Industry:
Retailing
Function:
Customer Service / Call Centre / BPO
Roles:
Customer Service Executive (Voice)
