Customer Service Executive (After Sales service in E-comm) - Grandiose

About This Role

Grandiose is a home-grown Retail chain giving its customers a different experience for shopping and dining in the UAE. The fast-growing premium grocery retailer is looking for a dynamic Quality Assurance Executive (Customer Service) for our E-Commerce team in UAE

Job Summary:

Responsible for ensuring that all aspects of the eCommerce platform meet the highest standards of quality and functionality. This role involves testing and evaluating website features, product listings, and customer interactions to identify and resolve issues before they impact the customer experience.

Key Responsibilities:

• Live monitor eCom Operations across stores and ensure SLAs are being met
• Action and escalate eCom SLA breaches related to Operations and Last Mile.
• Handle aggregators escalations and resolve it with stores, operations and last mile
• Take charge of the stores customer complains and ensure satisfactory resolution and reporting
• Take proactive measures on to prevent customer complains when needed
• Lead the daily surveying and customer satisfaction reports
• Receive and resolve customers queries, escalations and complains
• Work as a single point of contact of live support for pickers, drivers, partners and customers
• Order outsource adhoc resources of last mile when required according to process
• Attend to customer communication channels over Hotline, Online Chat, Email, WhatsApp and Tickets
• Maintain complain records and reports for stores, staff, partners, etc
• Manage customers requests for order edits, orders support, returns, replacements, etc
• Conduct outbound surveys
• Take ownership of customer’s cases and follow up with concerned departments till resolution.

1. Quality Assurance

2. Customer Service

3. Customer satisfaction

4. E-Comm Live operations monitoring

5. Escalations and complain handling

Qualification & Experience:

• Must be a graduate
• At least 3-4 years of experience in similar filed in e-Commerce or BPO Industry
• Fluent in English is a must
• Should be able to manage high volume call
• Experience using CRM and ticketing systems
• Should be flexible to work in different shifts

We thank all applicants for their interest. However, only those qualified individuals who closely meet the qualifications of the position will be contacted. The details of the position are only a summary; other duties may be assigned as necessary.

Job Type: Full-time

Pay: AED4,500.00 - AED5,000.00 per month

Application Question(s):

• What is your notice period?
• What is your minimum monthly salary expectation?
• How many years of experience you have working in Customer or after sales service in eComm or BPO Industry?

Work Location: In person