Role Purpose:

The Customer Care Representative is responsible for maximizing company sales growth and profitability by overseeing the daily routines, coaching, and developing associates to achieve better performance.

Customer

• Communicate all personnel, operational, and product issues to the appropriate Contact Center supervisor or manager.
• Process all customer requests accurately and efficiently.
• Focus on meeting the customer’s expectations by utilizing all resolution options, as outlined in the company customer service standards.
• Model and reinforce company customer service standards.
• Support and model excellent service by exhibiting a positive attitude and enthusiasm toward the job and the company to both internal and external customers in all forms of communication.
• Ensure all customers are provided gracious, quick and efficient service.

Standards

• Communicate pertinent information to all Contact Center associates.
• Communicate effectively and efficiently with all company associates and business contacts.
• Maintain an awareness and remain sensitive to the business demands and limitations of the Distribution Centers and Merchandising Department when expediting resolutions.
• Provide management support and assist the Contact Center team, as directed by the contact center supervisor.
• Actively participate in regular team meetings and leadership meetings, as required.
• Promote a keen sense of teamwork by working together safely, effectively, respectfully and efficiently with all associates.

Behavioral Competencies

• Leads the Way – Is able to prioritize work based on urgency and impact. Is able to communicate objectives in a clear manner. Reaches out to colleagues for support as and when needed to ensure timely delivery of objectives. Takes initiative to create positive energy. Enthusiastic about new challenges.
• Drives Impact – Is able to identify key pieces of information required for delivery of work. Identifies areas of risk within own role. Understands when things are urgent. Takes ownership and escalates where required in a timely manner.
• Thinks Customer – Actively listens and demonstrates understanding for customer’s stated and unstated expectations, and understands what is needed to deliver on expectations. Delivers value and quality to the customer. Understands “customer first” mindset.
• Thinks Group – Understands how and where own role / work fits in the overall company. Demonstrates willingness and ability to collaborate. Actively achieves targets. Communicates well with colleagues. Listens attentively. Does not shy away from collaborating.
• Develops Talent – Suggests ways of improving efficiency. Spends time learning and improving. Regularly seeks feedback. Responds honestly to difficult questions and gives relevant feedback when required.
• Fosters Innovation – Does not hesitate to share new ideas. Is curious and takes inspiration from best practices. Demonstrates creativity in day to day work.

KPIs

• E-Commerce channel to achieve the yearly financial target.
• All CRM cases to be acknowledged within 24 hours, solution provided within 48 hours, resolved within 72 hours.
• All customers requests through multiple channels are acknowledged within 1 hour.

Functional

• Possess a complete understanding of training and communication resources relevant to the position.
• Participate in ongoing training regarding technology upgrades and new systems applicable to the position.

Requirements:

• High School Certificate
• Retail or sales background
• English & Arabic speaker