CUSTOMER SERVICE SPECIALIST

Duties and Responsibilities

• Respond to customer inquiries by phone and email, providing accurate information about products, orders, and deliveries.
• Receive and process customer orders, verifying details, approved prices, and required documentation.
• Coordinate with Sales, Supply Chain, Warehouse, and Logistics to confirm availability and delivery schedules.
• Monitor outstanding orders and keep customers informed of progress, delays, or changes.
• Record customer complaints, coordinate corrective actions, and follow up until resolution.
• Coordinate with Finance on invoicing discrepancies and payment-related issues affecting orders.
• Handle return and replacement requests according to company procedures.
• Maintain accurate customer records, order details, and communication history in the company system.
• Prepare regular reports on pending orders, complaints, and service performance.
• Identify recurring issues and recommend improvements to customer service processes.

Qualifications

• Bachelor’s degree in business administration, Commerce, or a related field.
• 1–3 years of experience in customer service or sales support.
• Strong verbal and written communication skills in Arabic and English.
• Good knowledge of Microsoft Office, particularly Excel; experience with ERP or CRM systems is preferred.
• Strong organization, attention to detail, and problem-solving skills.
• Ability to manage multiple requests, meet deadlines, and coordinate effectively with different departments.
• Professional, patient, and customer-focused approach.