Customer Service Representative

Job Description

Job PurposeCustomer Service Representative role is responsible for ensuring Bloomingdales Orders are fulfilled and shipped out to the customer within the selected SLA exceeding our customer expectation. Delivering an exceptional customer experience is the key driver in this role ensuring that all communication and action taken delivers exceptional service fulfilling customer orders from our Bloomingdales Website across the Middle East. Our Customer Service Representatives are much more than the first point of customer contact for Bloomingdales online customers within Bloomingdales Dubai Store. Online customers can order Fashion, Beauty and Home products through our online channels, the CSR representative needs to ensure products pass QC checks, match the customers order, dispatched to Last Mile team in order for the customers delivery SLA to be met.We expect to provide the very highest service with an abundance of enthusiasm and passion in English and Arabic.Strategic Roles and ResponsibilitiesAct as the primary point of contact for all our online customers who come into Bloomingdales Dubai.Liaise professionally with all internal departments over inquires and issues raised by customers (Call Center, Bloomingdales Store Staff/Managers, Warehouse teams, Digital Trading Teams, Studio Teams, Concessions/Partners, Security)Work independently, part of a team and self-motivatedEnsure that the in-house processes and procedures are adhered to at all timesAlways exceed customer expectations and provide solutions to problems. evaluating and providing solutions and suggestions for continuous improvementFriendly and tactful personality utilizingFriendly and tactful personalityProblem solving, ability to use different systems (SIM/SalesForce/POS/Microsoft Word/Excel/Email)Good time keepingHit KPI?s, productivity targets, SLA?s and sales targetsFunctional Roles and Responsibilities

• Able to manage a CRM system to log and create cases.
• Communicate promptly any information to customers about their orders or inquires with first time resolution
• To help customers to process their orders.
• Assist customers with Click & Collect orders
• Deal with complaints and provide all information required for senior agents or TL to deal with the escalations
• To handle customers with professionalism
• Articulate with exceptional writing skills (including good spelling and grammar) in English and Arabic
• Maintain a high level of service awareness at all time
• To manage in store inquires seamlessly for the customer providing a full Omni Channel experience Assigning orders received from online channel on oracle to pickers
• Calling customers for issues related to order ex. Delayed shipment Mismatch, OOS, LP Damaged. Logging cases against the order with issues.
• Sending email for Rectification on mismatch items, Price issues, on relevant departments.
• Resolving Sales Force cases. Ex: following customer requests that are logged against order, checking CCTV to verify packing, investigating the order
• Shipping out of fulfilled orders, coordinating with Helpers/Pickers, Security and LM team
• Following up with Laundry, Tailors, Managers for items that needs to be fulfilled
• Assisting walk in customers for complaints, inquiries, repair, and refunds.
• Daily processing of Order Returns received from LM Team
• Receiving returned items from different locations as KWT, KSA from Receiving team and segregating own bought brands and concession brands; Concession brands to print return acceptance documents
• Segregating and updating tracker for items that are sourced from different locations to be sent to receiving for transfer to WH (order source location)
• Management of multiple trackers
• Communicate with customers face to face, Whatsapp (Business) and Telephone
• Communicate promptly any information to customers about their orders or inquires with first time resolution
• Provide analysis of customer?s feedback and overall issues with supporting evidence
• Be Flexible doing overtime when required

Knowledge and Skills Customer Experience OrientatedProblem Solving MentalityExperience of POS, Oracle, Order Management Systems, SalesForceUnderstanding of Retail/Online BusinessProductivityWorking well under PressureWarehouse and Last Mile Operations KnowledgeSystems and Process KnowledgeClear communicationskillsAttentivenessGoal orientedWillingness to learnCommittedTeamworkTakes ownership for own developmentLanguages English, Written, Oral, Communication ? Arabic is a plusEducation High school / College educationExperience 3 years? experience ideally in a similar roleAdditional Information

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