Customer Service Officer

• Handle emails and chat inquiries regarding Customer orders, promos, cancellations, order modifications, and billing queries
• Focus on customer engagement, satisfaction, retention, and reactivation through a high level of service quality, close collaboration with operational and commercial key stakeholders, along with management to optimize the customer experience
• Liaise with internal colleagues and external Customers and cross-functional teams in order to resolve problems and ensure an effective resolution
• To focus on continuous improvement of processes and controls, including management of customer complaints, aiming for consistently delivering the excellence
• Ensure all Customer interactions adhere to our internal quality standards
• Adhere to the company policies, meeting KPIs, and recommend improvements to existing procedures
• Maintain and update case notes and records accurately
• Continuously learn, supporting the new market, product and service launches

Experience

• Related experience roles are a plus, especially in any contact center-related roles E-commerce experience is beneficial
• Bilingual fluent English and Arabic
• High proficiency in Microsoft Office Products