Customer Care Specialist

Job Purpose

To deliver exceptional service to our end customers by resolving inquiries, complaints, and issues efficiently and professionally across all communication channels, ensuring a positive user experience that supports customer satisfaction and loyalty.

Job Responsibilities

1. Ticket Management & Issue Resolution

• Monitor and respond to customer service tickets submitted through the system in a timely and professional manner.
• Understand the customer issue by reviewing the ticket details and any attached information.
• Resolve customer inquiries or issues efficiently by gathering information, coordinating with internal teams, and communicating updates to the customer.
• If necessary, follow up with customers via phone calls to provide updates, request further details, or resolve issues.

1. Customer Communication

• Ensure customer concerns are addressed in a timely manner and according to the company’s luxury service standards.
• Communicate with customers clearly and politely, providing them with accurate information and ensuring they feel valued.
• Maintain detailed notes and logs of customer interactions within the CRM system.

1. Collaboration with Internal Teams

• Collaborate with other departments (logistics, partner care, etc.) to address issues related to orders, delivery delays, product quality, or service inconsistencies.
• Escalate unresolved or complex issues to appropriate team members or management for further investigation.

1. Service Improvement & Reporting

• Track recurring issues or patterns from tickets and provide feedback to management for process improvements.
• Suggest ways to improve customer service and streamline the resolution process.

• 1 -2 years of experience in customer service, ideally in a fast-paced, e- commerce, or food delivery environment.
• Familiarity with ticketing systems or CRM tools.
• Strong verbal and written communication skills in both Arabic and English.
• Ability to resolve customer issues independently and with minimal supervision.
• Ability to handle challenging situations with professionalism and empathy.
• Highly organized with excellent attention to detail.