Overview
Customer Support Agent Jobs in Dubai, United Arab Emirates at The Petshop
Title: Customer Support Agent
Company: The Petshop
Location: Dubai, United Arab Emirates
Job Overview
The Customer Support Agent is responsible for providing excellent customer support by addressing inquiries, resolving issues, and ensuring customer satisfaction. They act as the first point of contact for customers, handling requests via phone, email, or chat while maintaining a professional and friendly approach. The role involves problem-solving, processing orders, and delivering a positive customer experience to enhance brand reputation and loyalty.
Key Responsibilities
Answering calls, Handling Emails and Chats.
Identify and assess customers’ needs to achieve satisfaction and build sustainable relationships and trust with customer accounts through open and interactive communication.
Provide accurate, valid, and complete information by using the right methods/tools. Keep records of customer interactions, process customer accounts, and file documents.
Follow communication procedures, guidelines, and policies. Take the extra mile to engage customers’ requirements.
Responsible for providing excellent customer service to existing as well as prospective customers by handling their queries and complaints.
Providing quality and timely resolution in line with the established guidelines.
Assist customers on the status of their shipment, outstanding shipments, or tracking.
Promotes good customer relations by providing customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help always.
Re-directs customer inquiries to appropriate personnel within the company and who can assist in resolving the complaints/issues.
Receives and responds to inquiries/complaints regarding the Business Unit’s services, and ensures it is resolved in a timely manner.
Maintains a detailed and updated database on customers which is periodically reviewed to maintain accurate information.
Analyses customer feedback and ensures necessary action is taken on improvement areas.
Follows up with relevant internal teams to resolve customer complaints and respond to any queries.
Ensures adherence to quality standards for all customer interactions.
Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are achieved during the year.
Requirements
At least 2-3 years of experience in similar role with e-commerce background as a must.
Must be an Arabic Speaker.
High school diploma or equivalent.
Exceptional customer service, active listening, and verbal and written communication skills.
Ability to understand company products and services.
Proficiency with computers, especially CRM software, and strong typing skills.
Benefits
Pet-friendly workplace.
Life and medical Insurance.
Employee discount.
Career growth opportunities.
Fast paced and dynamic environment.
