Customer Care Representative

Job Description

<p>With minimum 2 years’ experience in previous CS role, the Customer Care Agent has what it takes to solve or answer customer issues in positive and empathic manner. The position requires English and Arabic communication skills, professional attitude toward the customer and team, and one or two days working from office.</p><p><br></p><p><strong>Responsibilities</strong></p><ul><li>Maintaining a positive, empathetic, and professional attitude toward customers at all times.</li><li>Responding promptly to customer inquiries through various channels such as WhatsApp, Tavolashop.com chat widget, Facebook chat, Emails, Instagram and phone calls.</li><li>Acknowledging and resolving customers complaints.</li><li>Processing orders in Magento back-end.</li><li>Coordinating with local fulfillment teams and delivery partners to ensure customers shipping addresses are correct and that shipment is done on time.</li><li>Capturing payments or processing partial and full refunds in the payment gateway back-end.</li><li>Perform off-site payments using payment links for special orders or customers who can’t use payment options on Tavolashop.com.</li><li>Check and respond to customer reviews submitted on Google My Business.</li><li>Support Tavola Studio team by communicating complimentary classes vouchers to identified customers.</li></ul><p><br></p><p><strong>Key Competencies</strong></p><ul><li>Professionalism – Bilingual with at least 2 years CS experience. Magento, OTO and/or Zendesk knowledge is a plus.</li><li>Teamwork – Collaborative work with colleagues to achieve CS function goals.</li><li>Planning and Organization – Good time management, attention to details, and customer centric.</li><li>E-commerce background – At least 1 year experience in E-commerce</li></ul>