Customer Care Professional - FASHION - Dubai
Job Description
Company Description
SARPi Group, established in 2016 in Dubai, is a leading distributor of apparel, footwear, and fashion accessories. Specializing in international affordable luxury brands, SARPi Group proudly represents these brands in over 400 retail stores and 16 e-commerce platforms across 6 countries in the Middle East region.Through a selective brand approach, we aim to turn the brands we represent into leaders of their market segments.
Role Description
This is a full-time on-site role for a Customer Care Professional located in Dubai. The Customer Care Professional will be responsible for ensuring customer satisfaction, providing customer support, utilizing analytical skills, effective communication, and delivering exceptional customer service on a daily basis from the office.
Responsibilities
Deliver Exceptional Customer Service: Provide timely and effective support to customers via phone, email, and live chat, ensuring a consistently positive and professional experience.
Communicate Clearly and Empathetically: Demonstrate excellent verbal and written communication skills, actively listening and responding with clarity and empathy to customer inquiries, concerns, and feedback.
Maintain Accurate Customer Records: Accurately record customer interactions, details, and transactions in the CRM system, ensuring data integrity and confidentiality.
Resolve Issues Efficiently: Handle product/service-related complaints and queries by identifying root causes and offering clear, effective solutions or escalations when needed.
Collaborate with Internal Teams: Liaise with operations, logistics, and technical support teams to ensure timely resolution of customer issues and relay important feedback.
Follow Up Proactively: Conduct follow-up communications with customers to confirm issue resolution and satisfaction, building long-term loyalty.
Stay Product Knowledgeable: Maintain up-to-date knowledge of company products, services, promotions, and policies to provide accurate information and support.
Adhere to Company Protocols: Follow all internal processes and compliance standards, including data protection regulations and customer care guidelines.
Support Continuous Improvement: Share recurring customer feedback and suggestions with management to improve service delivery and customer experience.
Meet KPIs: Work toward achieving individual and team performance metrics such as response time, customer satisfaction scores (CSAT), and resolution rates.
Qualifications- Bachelor's degree in Business or related field
- Customer Satisfaction, Customer Support, and Customer Service skills
- Analytical Skills and effective Communication
- Experience in handling customer inquiries and resolving issues
- Ability to empathize with customers and provide solutions
- Strong problem-solving abilities
- Previous experience in a customer-facing role is a plus
- Bachelor's degree in Business Administration or related field