Log In
Sign Up
Description:
We are Hiring for the role of Customer Service Representative
Location: Dubai – UAE
Here’s a snapshot of what your responsibilities would include:
Being the primary point of contact for customers across all touch points. This includes phone calls, email requests and live chats
Responding promptly, efficiently and professionally to all customer queries regarding order returns
Liaising with the logistics and warehouse teams to respond to all customer queries regarding order/returns status and delivery/collection timings
Understanding Mumzworld Returns policy and ability to make decisions regarding exceptions to the policy where necessary
Handling customer queries with sensitivity, calmness, politeness and respect at all times
Recording and updating of all customer interactions in the main CRM system (Freshdesk)
Following up with customers on all related calls, queries and concerns on a daily basis
Demonstrating initiative, speed & amp; accuracy
Performance indicators:
First call resolution: Need to resolve the customer’s issue without having to escalate, transfer or return the call or email
Speed: Calls, emails, live chats – should be answered within a set threshold
Average time to resolution: To be within a set threshold
Accuracy: Information given to the customer should be accurate and precise
Written skills: Grammar and spellings should be correct and adhere to the quality guidelines
Problem-solving: Able to solve customer issues regarding items not eligible for return, full understanding of the
Your skills would include:
Proficient knowledge of English
Customer obsession and problem solver
Quick learner and thinker
Ability to work on systems efficiently
Ability to multitask, prioritize, and manage time effectively
Due to the volume of applications we receive, only shortlisted candidates will be contacted.
