Job Purpose:

You will be the front-line between BRANTU and our diverse customer-base. You'll receive incoming requests over the phone, social media channels, and/or emails. The calls are either for inquiries, complaints, returns or even thank you calls!

Responsibilities:

• Responsible for handling customer inquiries and concerns through inbound/outbound calls, SMS, emails, and social media channels.

• Assist and support other departments in handling customer requests and needs.

• May require performance of administrative functions, including verifying account information and ensuring orders are processed accurately.

• Expected to contact clients to inform them about changes or corrections to anything related to account payments, such as an abnormal credit card charge.

• Identify and assess customers’ needs and communicate complex or repeated issues to management to avoid future recurrence.

• Staying ahead of company products, services, and procedures making sure our clients always receive the right communication.

• Achieving the required performance metrics including productivity, customer satisfaction, quality of calls/emails and others as per BRANTU KPIs.

• Build sustainable relationships and trust with customer accounts through open and interactive communication.

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.

• Keep records of customer interactions, process customer accounts and provide periodical reports accordingly.

• Always find and take the extra miles to engage customers.

Requirements:

• Bachelor's degree in a related field

• 1-2 years of experience in a contact center environment; experience within e-commerce industry is a must

• Possess a high level of ownership to promptly respond to and resolve customer queries

• Must have the ability to communicate with multiple stakeholders internally (BRANTU departments) and externally (couriers/customers/social media agencies) to efficiently understand and resolve incoming inquiries

• Must be tech-savvy and a fluent Arabic and English communicator

• Available for rotational shifts.