Customer Relations Specialist

Job Description: Customer Relations Specialist

The role of Customer Service is to continue nurturing the ongoing relationship with the customer that the Sales Specialist initiated. The Customer Service Specialist provides all the information and elements that make the customer's experience with the company and its products satisfactory. Every question, comment, or opinion received from the customer must be handled in a positive manner that makes the customer feel valued and that they have received added value from this interaction.

Required Qualifications:

Skills and Practical Experience Required

Educational Qualification

• Ability to handle CRM systems - High School Diploma.
• Proficient communication skills and the ability to provide appropriate solutions to problems.
• Ability to organize and prioritize tasks.
• Patience when dealing with difficult issues.
• Good understanding of the company's activities and industry.

Tasks and Responsibilities:

• Receiving incoming customer messages via social media channels, WhatsApp, calls, and others.
• Answering inquiries and solving customer problems related to products, the online store, branches, promotions, the Tawasul program (adding points, balance, how to subscribe to the Tawasul program, missing points), tracking shipments, new orders from the online store, canceling orders, modifying orders, refund

requests, exchanges, and returns.

• Resolving customer issues by creating tickets in the system, directing them to the relevant department, and following up on the customer's request to ensure the issue is resolved within an agreed timeframe based on the department handling the problem.
• Confirming cash-on-delivery orders from the online store.