Customer Service Representative

Location - DIP 1

Customer Engagement & Support

• Respond to new customer inquiries via phone and mobile app within 1 hour.
• Assist with pickup scheduling and provide introductory information to new and
• prospective customers.
• Promote relevant additional products or services to enhance customer
• Create and update payment links promptly

I**ssue Resolution & Operational Coordination**

• Resolve all customer complaints and order delays within 1 hour of being
• reported or reflected.
• Ensure same-hour resolution of:
• o Pending approvals
• o Special care items
• o Unidentified items
• o Inspections
• o Tailor items
• o Any customer complaint or concerns
• Update complaint tracker and follow up with Operations Lead for resolution.
• Monitor the LHUB dashboard continuously and ensure no orders are pending;
• all must be attended to and processed on the same day

Payment & Reporting

• Create and update ADCB payment links and share it on the dedicated
• WhatsApp on the same day, or by the first hour of the next day at the latest.
• Record all online payments collected and update the accounting file
• accordingly.
• Check all previous date Just Life orders' ETA within the first hour of the shift the
• next day and update the correct timelines for each order on the WhatsApp
• group.
• Prepare and share a marketing conversion report regularly to track
• performance and lead outcomes.

Lead Conversion & Retention

• Convert marketing leads with a minimum 60% conversion rate and share a
• report every 2 weeks.
• Re-engage inactive customers (no orders for over a month), attempt to win-back
• the customer and share reports with the manager
• Achieve a minimum 40% conversion rate and share a detailed report with the
• manager every 2 weeks.

CRM & Communication Management

• Respond to every chat within 5 minutes on Customer Service CRM
• (Respond.io).
• Close all open chats by the next day at the latest, with specific timelines:
• o General inquiries: same day
• o Prospective customers: within 24 hours
• o Hot leads: within 24 hours
• Maintain a maximum 24-hour resolution time for all customer service issues on
• Respond.io.
• **Task & Performance Tracking**
• Complete all tasks on the action tracker before the assigned timeline.
• Monitor and report team performance, resolution times, and task closures daily.
• Maintain a flexible schedule and ensure coverage during other staff absences or
• gaps.

Skills & Competencies

• Excellent **verbal and written communication skills**
• Strong interpersonal and customer-handling skills
• Ability to manage client inquiries, complaints, and follow-ups professionally
• Good listening and problem-solving skills
• Ability to multitask and work under pressure
• Sales-oriented mindset (upselling/cross-selling is a plus)
• Minimum 2**–3 years of experience** in customer service (clinic, healthcare, hospitality, Retail, or call center experience is a plus)
• Experience handling walk-in clients, calls, WhatsApp, and emails
• Pay: AED3,000.00 - AED4,000.00 per month