EMEA - Customer Service Representative

Job Title

Position Overview

Shaw Contract – Dubai - Customer Service Specialist

Job Description and Responsibilities

Job Summary and Representative Overview:

As a Customer Service Specialist, you will work to provide virtual and in person support to Middle East & French speaking customers. You will ensure that all customer contacts are dealt with effectively and courteously. This will include processing orders, preparing correspondence, and responding to enquiries as requested by the customer, sales, marketing and customer service management team (80%).   The Customer Service Specialist is also responsible for ensuring a welcoming environment in the Dubai showroom and managing the sample library, refreshments, and coordination of maintenance vendors (20%).  

As a Shaw Representative you will strive to deliver a world class customer experience via phone, email and in person with a strong focus on First Contact Resolution. You will display a professional can-do attitude while interacting - multiple times a day - with key customers. You will take ownership of customer support through detailed follow-up from order processing to delivery of the product with a focus on continuous improvement.

Essential Duties & Responsibilities:

• Create a positive customer experience with assigned customers and communicate professionally to perform all order entry, maintenance, and enquiries along with other duties for assigned account base. (80%)
  • Communicate with customers to confirm order and delivery details.
  • Communicate with transportation partners to ensure accurate and reliable delivery of goods to the customer.
  • Monitor orders and inventory position as needed to maximize service and reduce inventory and inventory handling costs.
  • Analyze stock positions and proactively address concerns for customers
  • Responsible for the resolution of routine questions and problems in a timely manner, provide alternative suggestions to satisfy customer requirements when necessary
  • Must make sound decisions based on customer, company and employee needs, while ensuring compliance with department and company policies and procedures
  • Seek to understand and anticipate the unique needs of customers
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• Create and maintain a positive customer experience withing the Dubai showroom in support of sales activities.
  • Maintain overall appearance of the showroom including stock library, management of cleaning service, building service, and flower/plant services
  • Keep showroom displays and palettes up to date and regularly refreshed
  • Maintain and order café supplies Manage sample and stock within the showroom Analyze job related information and make decisions based on previous experience.
  • Maintain showroom calendar and visitor log.   Provide sales team with weekly report on showroom activity.
  • Greet showroom guests to create positive customer experience consistent with the brand. Present products to walk-in visitors when sales team is unavailable and provide literature.   
• Professionally represent the company brand in all interactions and correspondence
• Process sample requests from customers, architects, designers
• If required send samples to customers, architects, designers for the region.
• Support the Sales team with updating SFDC with project information, creating quotes and producing project reports from Glenigan.

• · Take part in monthly project calls with the sales team, RVP and marketing.

Requirements:

• A desire to deliver world-class customer service
• Strong attention to detail
• Clear, professional, and concise communication skills; written and verbal.
• Must have proficient adaptable computer skills
• Basic mathematical skills
• Excellent organizational and time management skills
• The ability to think outside the box
• Ability to obtain and maintain authorization to work in the UAE

Desired:

• 1-2 years Customer Service experience in a sales environment or hospitality service for a premium or luxury brand
• Ability to prioritize competing responsibilities.
• Preferred languages, French, German

Required Competencies:

• Communicate Effectively
• Build Customer Satisfaction
• Manage Work
• Learn & Apply

Work Shift