About this role
Key Responsibilities:
1. Order Processing & General Customer Inquiries
• Process and verify customer orders to ensure accuracy and timely fulfillment. • Address inquiries related to orders not received, including investigating delivery delays or missing items. • Handle issues regarding returns that have not been credited, including coordinating with relevant teams to ensure timely resolution. • Resolve general customer inquiries regarding product availability, pricing, and order status. • Communicate with logistics and warehouse teams to ensure smooth processing of orders and deliveries.
2. Store Queries (Next Stores)
• Address queries from Next stores regarding deliveries of customer parcels, ensuring timely and accurate dispatch of items. • Assist stores with stock checks to confirm inventory levels and resolve discrepancies between online stock and in-store stock. • Liaise with relevant teams to facilitate product availability and deliveries to stores.
3. International Customer Support (Multilingual)
• Handle inquiries from international customers regarding orders not received, tracking information, and returns. • Provide order tracking information and resolve issues with international deliveries, including liaising with couriers and customs services. • Manage return processes for international customers, ensuring they receive timely updates and solutions. • Provide support in multiple languages (English, German, Mandarin, and Arabic) to address diverse customer needs. • Ensure that international customers receive exceptional service and all queries are resolved in a timely manner.
4. Administrative Tasks
• Adjust and update customer accounts as necessary, including resolving billing issues, updating contact details, and processing refunds. • Assist in sending mass customer communications, such as promotional emails, order updates, and return instructions. • Maintain accurate and up-to-date records of customer interactions in the CRM system. • Collaborate with cross-functional teams (e.g., logistics, IT, and marketing) to improve customer service processes.
5. General Customer Support
• Provide excellent customer service by addressing complaints, providing solutions, and ensuring customer satisfaction. • Stay updated on company products, services, and policies to assist customers effectively. • Contribute to the continuous improvement of customer service processes and tools.
Required Qualifications:
• Languages: Fluent in English (written and spoken). • Experience: Minimum of 2 years of customer service experience, preferably in an e-commerce or retail environment. • Skills: • Strong communication and interpersonal skills. • Proficient in using customer service management tools and CRM systems. • Ability to multitask and manage high volumes of queries. • Excellent problem-solving and troubleshooting abilities. • Strong organizational skills and attention to detail.
Set departmental goals, manage budgets, lead cross-functional teams, and ensure compliance with policies.
Higher Education Diploma with 0 - 2 years of relevant experience