Customer Care Professional

Job Description

About the Role: The Customer Service & Sales Specialist (Backend Office) acts as the primary point of contact for all customer communications, handling both inbound and outbound calls, emails, and service requests. This role is responsible for managing the end-to-end customer experience from the backend office, addressing inquiries, coordinating with internal teams, and supporting sales through timely and effective communication.

Key Responsibilities:

Customer Interaction & Support:

• Manage inbound and outbound calls in a professional, efficient, and friendly manner
• Act as the single point of contact for customer inquiries, complaints, and follow-ups
• Handle customer emails, messages, and service requests with accuracy and urgency
• Provide detailed product, service, and order-related information to customers

Sales & Service Coordination:

• Support sales by responding to leads, providing product/service information, and guiding customers through the purchase journey
• Coordinate with sales, operations, logistics, and retail teams to ensure smooth order fulfillment
• Follow up on sales leads, order statuses, and after-sales service feedback
• Assist in cross-selling and upselling based on customer needs and preferences

Backend Operations:

• Maintain accurate records of customer interactions using CRM or internal systems
• Generate and share reports on call volumes, issues raised, and resolutions provided
• Ensure SLAs and KPIs related to customer response and resolution times are met
• Work closely with internal departments to ensure customer concerns are addressed end-to-end

Qualifications & Skills:

• Bachelor&aposs degree preferred; diploma or equivalent qualification acceptable with experience
• Minimum 24 years of experience in customer service or call center environment, ideally in retail or consumer services
• Strong verbal and written communication skills
• Proficient in MS Office and CRM platforms
• Ability to multitask, prioritize, and manage time effectively
• Customer-centric approach with a problem-solving mindset

Preferred Attributes:

• Previous experience in backend customer service or telesales
• Strong interpersonal skills and patience under pressure
• Ability to manage difficult conversations and resolve issues diplomatically
• Fluency in English is mandatory; additional languages such as Arabic are a plus