Customer Service Representative

JOB DESCRIPTION / ROLE

Employment: Full Time

Detailed Duties & Responsibilities:

• Cultivate and nurture a positive and engaged community with customers.
• Respond to comments, questions, and messages across various platforms- online and offline.
• Manage SAPG brands’ social media presence- scheduling, posting, replying to comments.
• Gather user feedback and insights to improve user experience.
• Coordinate with planning and executing influencer events and other campaigns.
• Encourage user-generated content and participation.
• Respond to customer queries in a timely and accurate way, via phone, email or chat (whatsapp/social media)
• Identify customer needs and helping customers use specific features.
• Analyze the customer feedback & prepare reports
• Update SAPG internal database with information about discussions with customers and sales teams
• Provide support to customers on whatsapp for the brand and place orders via whatsapp (for ecommerce) to generate sales leads (online & offline)
• Handle disputes related to offline or online
• Reply to customer maximum within 1 hour
• Provide customers with relevant product information / tips on how to use products / which products to be used etc
Brand reputation management:
• Gather customer feedback and share with Product, Sales and Marketing teams
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Follow communication procedures, guidelines and policies
• Should be in touch with sales staffs and make sure globally that customer service is on point.
• Should follow all SOPs – for example QC issues.
• Should answer customer service email and calls and make sure no queries are left unanswered.
• Check with sales staffs on common customer complaints/feedback about a new launch, existing products, etc. depending on company requirements.

Requirements:

Mandatory and Preferred Qualifications Required:

• Bachelor's degree
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks and prioritize effectively.

Key Knowledge & Skills required:

• Bilingual - Fluent in English & Arabic (reading, writing, speaking and typing)
• Knowledge and understanding of SOPs
• Communication Skill: communication is important in conveying and understanding of message/mails.
• Problem Solving & Multi-tasking skills
• Proficient in MS Office / able to prepare reports and analyze data

Experience required:

• Minimum 1-3 years of experience as a Customer Support Specialist or similar CS role

ABOUT THE COMPANY

The history of Swiss Arabian Perfumes Group is an enchanting tale that spans over 40 years. This pioneer in Arabian perfumes was founded in the year 1974 by Mr. Hussein Adam Ali, a visionary young man from Yemen with a wealth of knowledge and a deep passion for perfumery.

Over the following years, Swiss Arabian Perfumes Group grew from strength to strength. The company was enriched by its association with Givaudan SA, one of the world’s largest and most respected manufacturers of exclusive perfume ingredients. Today, we operate five modern manufacturing facilities spread across an area of 165,000 sq. ft., producing more than 35 million perfumes annually and exporting to over 80 countries.