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VIP Aftersales Specialist (Remote)
HomeKode
Dubai, UAE
Full Time
Mid
Remote
1 weeks ago
Customer ServiceComplaint ResolutionNegotiationCRMFreshdeskShopify
Free
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Customer ServiceComplaint ResolutionNegotiation
About the Role
HomeKode is hiring a VIP Aftersales Specialist to manage post-purchase support for VIP customers. You will handle complaints, returns, and service recovery while collaborating with cross-functional teams.
Key Skills for This Role
Customer ServiceComplaint ResolutionNegotiationCRMFreshdeskShopify
Responsibilities
- Manage end to end after sales customer interactions across calls, chat, email, WhatsApp, and other touchpoints
- Handle customer complaints, complex after sales cases, and service recovery initiatives
- Utilize negotiation skills to retain customers and minimize unnecessary returns and refunds
- Deliver personalized support to VIP customers and high value orders
- Coordinate with Logistics, Warehouse, Procurement, Suppliers, Finance, Sales, and Customer Service teams
- Take full ownership of assigned customer cases and ensure timely resolution
- Maintain accurate records of customer interactions within CRM systems
- Identify recurring customer concerns and recommend process improvements
Requirements
- Bachelor's Degree or Diploma in Business Administration, Customer Service, or related field
- Minimum 2 3 years of experience in after sales support, customer service, or similar role
- Proven experience handling customer complaints, returns, replacements, refunds, and escalation management
- Fluent in Arabic and English (mandatory)
- Experience with Freshdesk, Freshchat, or similar customer support platforms
Full Job Posting
Overview
- The VIP Aftersales Specialist is responsible for delivering exceptional post purchase customer support by managing after sales inquiries, complaints, and service recovery for VIP customers and high value orders.
- The role focuses on providing premium customer experiences, protecting customer loyalty, reducing unnecessary returns and refunds through effective negotiation, ensuring timely case resolution, and maintaining operational excellence.
Main Responsibilities
- Manage end to end after sales customer interactions across calls, chat, email, WhatsApp, and other customer touchpoints by handling returns, replacements, refunds, damaged items, delivery follow ups, order modifications, and urgent delivery requests.
- Handle customer complaints, complex after sales cases, and service recovery initiatives by identifying root causes, providing practical solutions, maintaining customer confidence, and delivering a premium customer experience.
- Utilize strong communication, negotiation, and objection handling skills to retain customers by recommending suitable alternatives such as replacements, exchanges, repairs, store credit, or alternative products where appropriate.
- Deliver personalized support to VIP customers and customers with high value orders by providing proactive communication, close case ownership, timely follow up, and premium service standards.
- Coordinate closely with Logistics, Warehouse, Procurement, Suppliers, Finance, Sales, and Customer Service teams to resolve customer concerns, expedite service requests, and ensure seamless case resolution.
- Take full ownership of assigned customer cases by providing regular updates, monitoring progress, following through until final resolution, and ensuring all customer commitments are fulfilled within agreed timelines.
- Ensure all customer cases are handled in accordance with company policies, service standards, SOPs, SLA requirements, and operational procedures.
- Maintain complete and accurate records of customer interactions, complaints, resolutions, and follow up activities within CRM and customer support systems.
- Identify recurring customer concerns, operational bottlenecks, system issues, and service improvement opportunities while recommending practical solutions.
Minimum Requirements
- Bachelor's Degree or Diploma in Business Administration, Customer Service, Communications, Retail Management, Hospitality, or a related field.
- Minimum 2–3 years of experience in after sales support, customer service, customer retention, contact center, or a similar customer facing role.
- Proven experience handling customer complaints, returns, replacements, refunds, delivery concerns, and escalation management.
- Previous experience in sales, customer retention, objection handling, or negotiation is highly preferred.
- Experience supporting VIP customers, luxury retail, furniture, e commerce, or high value products is a strong advantage.
- Fluent in Arabic and English (mandatory).
Key Skills
- VIP customer relationship management
- After sales support and case management
- Customer complaint resolution and service recovery
- Customer retention and negotiation
- Objection handling and conflict resolution
- Customer communication across multiple channels
- Cross functional collaboration
- Case ownership and follow up management
- Problem solving and decision making
- Strong interpersonal, communication, and emotional intelligence skills
System Proficiency
- Freshdesk, Freshchat, or similar customer support platforms
- CRM and ticketing systems
- Shopify or similar order management platforms
- Omnichannel communication platforms (Calls, Chat, Email, WhatsApp)
- Microsoft Excel and Microsoft Office Suite
- SLA monitoring, workflow management, case tracking, and reporting tools
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