Job Description

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