Role Purpose
We are currently seeking a Customer Service Associate (CSA) to join our E-commerce team. A Brands For Less CSA is a critical part of our mission to deliver timely, accurate and professional customer service to all Brands For Less customers. This vital position requires an action-oriented, flexible problem-solver who will assist customers in expediting orders and correcting post-sales problems. Associates communicate with customers primarily through mail, chat, WhatsApp, Phone & social medias and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun and fast-paced environment.
Communication Skills
Knowledge and Skills Required
- Excellent communication skills (written and verbal)
- Ability to communicate correctly and clearly with all customers
- Excellent documentation skills
- Good comprehension skills ability to clearly understand and state the issues customers present
- Ability to concentrate follow customers issues without distraction to resolution
- Good composition skills ability to compose a grammatically correct, concise, and accurate written response
- Work successfully in a team environment as well as independently
Computer Knowledge/Skills
- Ability to use a desktop computer system
- Familiarity with Windows XP, Microsoft Outlook, Microsoft Word and Internet Explorer
- Excellent typing skills
- Demonstrates understanding of the Internet, brandsforless.com website, and competitor websites
- Demonstrates an ability to successfully navigate websites
- Demonstrates a proficient knowledge of email applications
- Demonstrates an ability to learn in various media
- Ability to successfully adapt to changes in the work environment
Customer Focus
- Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
- Ability to empathize with and prioritize customer needs
- Demonstrates interpersonal skills with a diverse customer base
- Demonstrates conflict resolution, negotiation, and de-escalation skills
- Demonstrates ownership to resolve challenging customer issues, escalating when necessary
- Ability to determine customer needs and provide appropriate solutions
- Maintain regular and reliable attendance, including the daily schedule as assigned
- Flexible with the working schedule; may be expected to work weekends, holidays and events
- Ability to work overtime as required by business - as much as 60 hours a week, most often occurring in the weeks surrounding the peak holiday season
Problem Solving Skills
- Effective problem-solving skills including decision making, time management and immediate prioritization of tasks as assigned
- Ability to approach problems logically and rationally
- Action oriented and self-disciplined
- Organized and detail-oriented
- Ability to quickly and effectively prioritize work time in various departments to meet business need
- Ability to maintain composure in highly escalated situations
- Qualified candidates will be comfortable in a multi-tasking, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service.
Qualifications
- Minimum qualification is higher secondary. Any graduate/ PG is eligible to apply
- Past experience in customer service in any industry is appreciated
- Exceptional Customer Obsession and drive for result
- Self-motivated and never says -That's not my job
- Willingness to work in a 24x7 service industry. Adaptable for night shifts and weekend workdays
- Fluency in English, Arabic is a plus
- Excellent verbal and written communication skills
If you think you are fit for this job position, then apply right away. You are steps away from joining a Great Place to Work and we would love to meet you soon!
