Executive

Job Description

Order Processing and Customer Inquiries

• Process and verify customer orders for accuracy and timely fulfillment.
• Investigate orders not received, delivery delays, missing items, and returns that have not been credited.
• Resolve inquiries about product availability, pricing, order status, returns, and refunds.
• Coordinate with logistics and warehouse teams to support order processing and deliveries.

Store Queries

• Address queries from stores regarding customer parcel deliveries.
• Assist with stock checks and discrepancies between online and in-store inventory.
• Liaise with relevant teams to support product availability and store deliveries.

International Customer Support

• Handle international inquiries about undelivered orders, tracking information, and returns.
• Liaise with couriers and customs services to resolve international delivery issues.
• Provide timely updates and solutions to international customers.
• Provide multilingual support involving English, German, Mandarin, and Arabic.

Administrative Tasks

• Update customer accounts, resolve billing issues, update contact details, and process refunds.
• Assist with mass customer communications such as promotional emails, order updates, and return instructions.
• Maintain accurate customer interaction records in the CRM system.
• Collaborate with logistics, IT, and marketing teams to improve service processes.

General Customer Support

• Address complaints, provide solutions, and support customer satisfaction.
• Stay informed about company products, services, and policies.
• Contribute to continuous improvement of customer service processes and tools.
• Meet departmental monthly KPIs.

Required Qualifications

• Fluent written and spoken English.
• Minimum of 2 years of customer service experience, preferably in an e-commerce or retail environment.
• Proficiency in customer service management tools and CRM systems.
• Ability to multitask and manage high volumes of queries.
• Excellent problem-solving and troubleshooting abilities.
• Strong organizational skills and attention to detail.
• Higher Education Diploma with 0 to 2 years of relevant experience.