Customer Service Officer

Are you passionate about exceeding customer expectations and building positive relationships? Do you thrive in a fast-paced environment where every interaction is an opportunity to make a difference? Then we have an amazing opportunity for you at the Alshaya Group!

Alshaya Group is one of the world's leading retail groups, operating over 90 international brands across the Middle East, North Africa, and Europe. They're looking for talented Customer Service Officers to join their dynamic team!

Responsibilities

• Answer and handle all feedbacks received from different channels according to the contact centre procedure.
• Ensure all feedbacks are registered in the respective records (CEP System, OCIMS, COMMS, etc,.)
• Apply the elements of building positive rapport with different types of customers over the phone, chat and Emails.
• Behave politely and professionally when dealing with internal/external customers and colleagues.
• Promote the department Net Promoter Score during calls which leads to service improvement.
• Participate in outbound calling activities whenever required.
• Understand & effectively deal with job stress and unsatisfied customers.
• Ensure that the complaint feedback management procedure is properly followed.
• Attend training courses scheduled by the department.
• Full compliance to the Contact Centre code of conducts in the manner of attendance, pause sessions and daily/weekly/monthly targets.
• Achieve the daily/weekly/monthly personal productivity KPI’s
• Completion of any assigned task given by the supervisor with efficient use of the Contact Centre tools in accordance with the quality standards.
• Adherence to CC schedule- shifts/ Weekends/ public holidays.
• Adhere to Supervisor in completing tasks assigned and in coaching sessions.
• Comply to the floor management instructions towards better KPI’s.
• Support other colleagues to accomplish pending tasks when needed.
• Make sure that the provided work tools are kept safe and in good condition.
• Promote Alshaya’ s Vision and Values.

Qualifications

• Preferable 1 to 2 year' experience in customer service in any related field.
• Fluency in English & Arabic Writing, speaking and conversing.
• Grads of any major.
• Excellent verbal and written communication with excellent listening and time management skills required.
• Excellent negotiation skills.
• Ability to adapt to change and multi-task are essential qualities.
• Ability to handle pressure working within a fast-paced high call volume environment.
• Self-motivated and energetic personality and an excellent team player.
• Punctual and efficient, with the ability to prioritize.
• Ability to work in a fast-paced environment.
• Flexibility with rotational shifts and days off.