Job Title: Bilingual Customer Service Executive required for a well reputed E-Commerce Jewelry Platform (Remote)

Job Description:

We are seeking a highly motivated and skilled Arabic-English Speaking Customer Service Executive to join our Jewelry E-Commerce platform’s customer support team. As a remote customer service executive, you will play a crucial role in providing exceptional customer service/support to our dear customers.

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.

·        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.

·        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.

·        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.

·        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.

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

·        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.

·        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.

·        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.

·        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.

Skills

Requirements:

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

·       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.

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

·         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.

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

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

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

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

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