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.