Customer Care Expert
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Key skills for this role
About the Role
Dr Scent SA is seeking a proactive Customer Care Expert to manage the complete customer journey, from inquiry to after-sales support. The role involves customer communication, lead follow-up, CRM management, order coordination, and complaint handling.
Key Skills for This Role
Responsibilities
- Respond to customer inquiries via phone, WhatsApp, email, website, and social media
- Handle customer complaints professionally and ensure timely resolution
- Manage and follow up on leads from marketing campaigns until conversion
- Prepare and send quotations to prospective customers
- Maintain accurate customer records in the CRM system
- Create, update, and close customer tickets
- Coordinate with Sales, Warehouse, Logistics, and Operations to ensure smooth order fulfillment
- Monitor order status and provide customers with regular updates
- Follow up with customers regarding refill schedules and after sales services
- Re engage inactive customers and improve customer retention
- Identify opportunities for upselling and cross selling
- Monitor customer satisfaction and deliver an exceptional customer experience
Requirements
- Bachelor's degree in Business Administration, Marketing, Customer Service, or related field
- Minimum 3 years of experience in Customer Care, Customer Experience, Customer Success, or CRM
- Hands on experience with CRM systems
- Strong communication and interpersonal skills
- Excellent organizational and time management abilities
- Strong problem solving and analytical skills
- Ability to work under pressure and manage multiple priorities
- Proficiency in Microsoft Office, especially Excel
- Fluency in Arabic and English (spoken and written)
Full Job Posting
About the Role
- We are looking for a proactive and customer focused Customer Care Expert to manage the complete customer journey, ensuring an outstanding customer experience from the first inquiry through after sales support.
- The successful candidate will be responsible for customer communication, lead follow up, CRM management, order coordination, complaint handling, refill follow up, customer retention, and cross functional coordination with Sales, Operations, Warehouse, and Logistics teams.
Key Responsibilities
- Respond to customer inquiries via phone, WhatsApp, email, website, and social media.
- Handle customer complaints professionally and ensure timely resolution.
- Manage and follow up on leads from marketing campaigns until conversion.
- Prepare and send quotations to prospective customers.
- Maintain accurate customer records in the CRM system.
- Create, update, and close customer tickets.
- Coordinate with Sales, Warehouse, Logistics, and Operations to ensure smooth order fulfillment.
- Monitor order status and provide customers with regular updates.
- Follow up with customers regarding refill schedules and after sales services.
- Re engage inactive customers and improve customer retention.
- Identify opportunities for upselling and cross selling.
- Monitor customer satisfaction and deliver an exceptional customer experience.
Qualifications
- Bachelor's degree in Business Administration, Marketing, Customer Service, or a related field.
- Minimum of 3 years of experience in Customer Care, Customer Experience, Customer Success, or CRM.
- Hands on experience with CRM systems.
- Strong communication and interpersonal skills.
- Excellent organizational and time management abilities.
- Strong problem solving and analytical skills.
- Ability to work under pressure and manage multiple priorities.
- Proficiency in Microsoft Office, especially Excel.
- Fluency in Arabic and English (spoken and written).
Preferred Skills
- Customer centric mindset.
- Excellent communication and negotiation skills.
- Attention to detail and accuracy.
- Strong follow up and organizational skills.
- Team player with a collaborative attitude.
- Ability to build long term customer relationships.
- Experience in customer retention and loyalty programs.
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