Job Description – Call Center Representative (ILEERA Clothing)

Position: Call Center Representative

Department: Customer Service

Reports to: Call Center Supervisor

Location: ILEERA Headquarters / Remote

Job Summary:

As a Call Center Representative at ILEERA, you will be the first point of contact for our customers, assisting them with inquiries about our fashion collections, order tracking, returns, and styling advice. You will ensure a seamless shopping experience by providing exceptional customer support and maintaining the brand’s premium image.

Key Responsibilities:

• Customer Assistance: Answer incoming calls, emails, and chat messages related to ILEERA’s clothing collections, orders, exchanges, and general inquiries.
• Order Support: Help customers with order placements, modifications, and returns, ensuring a smooth transaction process.
• Product Knowledge: Provide customers with detailed information about fabric, fit, sizes, styling tips, and new arrivals.
• Complaint Resolution: Handle customer concerns with professionalism, escalating issues to the relevant team when necessary.
• CRM Management: Maintain accurate customer records and update order statuses in the system.
• Sales & Upselling: Recommend complementary products and special promotions to enhance customer purchases.
• Feedback Collection: Gather customer feedback to help improve products and services.
• Policy Compliance: Adhere to company policies regarding refunds, returns, and warranties.

Qualifications & Skills:

• Experience: 1-2 years in a call center or fashion retail customer service role preferred.
• Communication Skills: Strong verbal and written communication in English & Arabic.
• Fashion Knowledge: Passion for fashion and understanding of clothing materials, fits, and trends.
• Problem-Solving: Ability to handle customer concerns with patience and efficiency.
• Tech-Savvy: Familiarity with CRM systems, order management tools, and e-commerce platforms.
• Team Player: Works collaboratively with sales, logistics, and marketing teams.

Work Schedule & Benefits:

• Full-time/Part-time shifts available.
• Competitive salary with incentives based on customer satisfaction.
• Employee discounts on ILEERA products.
• Career growth opportunities within the company.

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