مسؤول تنفيذي لخدمة العملاء

Roles and responsibilities

Customer Support: Communicate with customers primarily via email, chat, and phone in a professional and friendly manner to provide assistance, resolve issues, and answer inquiries related to our jewelry products, orders, shipping, returns, and general website usage.

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Language Proficiency: Possess fluency in both Arabic and English to effectively communicate with customers and provide support in their preferred language, particularly related to jewelry terminology and its specifications.

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Product Knowledge: Develop a comprehensive understanding of our jewelry product catalog, including different types of jewelry, materials used, gemstones, sizing, and pricing, to provide accurate and relevant information to customers.

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Order Management: Assist customers with placing jewelry orders, tracking shipments, and managing returns and exchanges specifically related to jewelry items, ensuring accurate and timely information is provided.

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Jewelry Expertise: Acquire knowledge about jewelry trends, styles, and care instructions to offer personalized recommendations and guidance to customers based on their preferences and requirements.

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Problem Resolution: Identify and resolve customer complaints, problems, and issues related to jewelry purchases promptly and efficiently, ensuring customer satisfaction and retention.

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Policies and Procedures: Maintain a strong knowledge of company policies, procedures, and guidelines specific to jewelry purchases and returns to ensure consistent and accurate customer support.

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Cross-functional Collaboration: Collaborate with other teams such as logistics, marketing, and sales to address customer inquiries, provide feedback, and enhance overall customer experience related to jewelry purchases.

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Documentation: Accurately document customer interactions, issues, and resolutions in the customer relationship management (CRM) system, maintaining thorough and organized records specifically related to jewelry orders.

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Customer Satisfaction: Strive to achieve high levels of customer satisfaction and retention by delivering exceptional service, understanding customer needs regarding jewelry purchases, and exceeding their expectations.

• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.

Desired candidate profile

• High school diploma, general education degree, or equivalent.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Experience working with customer support.

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  Verbal and Written fluency in Arabic and English languages is mandatory. Additional language proficiency is a plus.

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  Previous experience in a customer service role, preferably in the jewelry or luxury goods industry, with a proven track record of providing outstanding customer support related roles.

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  Comfortable working remotely and possessing strong self-discipline, time management, and organizational skills to thrive in a remote work environment.

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  Familiarity with different types of jewelry, materials used, gemstones, and jewelry sizing. Ability to learn and keep up to date with jewelry trends and terminology.

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  Strong problem-solving and analytical skills, with the ability to think quickly and find effective solutions to customer issues related to jewelry purchases.

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  Demonstrated flexibility and adaptability to handle changing priorities and work effectively in a fast-paced environment.

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  Familiarity with e-commerce platforms, online ordering systems, and CRM tools. Ability to troubleshoot basic technical issues related to jewelry orders.

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  Excellent interpersonal skills, empathy, and patience to understand and address customer concerns with a customer-centric approach specifically related to jewelry purchases.

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  Ability to manage multiple customer inquiries simultaneously while maintaining attention to detail and providing accurate information specific to jewelry products.