Customer Service Representative

Customer Service and CRM Coordinator

Mission 1: Customer Care Support

• Take ownership of the customer service experience by ensuring all customer interactions are seamless, best in class, and handled in a timely manner.
• Respond to all customer enquiries across all channels (including Email, Voice call, SMS, Whatsapp, Web Chat, Facebook, Instagram) using Clarins Customer Care system and deliver a high level of service and qualitative response.
• Ensure all customer enquiries are responded to within stipulated timeframe
• Provide excellent customer service by assisting with placement of orders, cancellation, refunds or exchanges, answering any questions in a prompt, courteous and efficient manner
• Handle customer complaints, queries and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Proactive Customer Engagement: Reach out proactively to customers for follow-ups, such as product satisfaction surveys, to strengthen relationships.
• Answers to ALL NPS detractors & promoters
• Answer to comments on Facebook/Instagram when needed
• Answer to Ratings and reviews on the site, especially the negative ones/when deemed necessary
• Demonstrate a sense of urgency and dedication to exceed customer expectations. Earn customer loyalty and build sustainable relationships of trust through accuracy, efficiency, courtesy, and knowledge.
• Knowledge Base Maintenance: Help with website updates on FAQs, support articles, or chatbot responses to improve self-service capabilities.
• Have a great and extensive product knowledge in order to answer all customers’ questions
• Keep records of customer interactions (NPS tracker, complaint tracker etc)
• Remain up to date on all Clarins promotions, product launches and Loyalty mechanics
• Reports on a monthly basis the KPIs of the customer care activity along with corrective action plan when needed.
• Represent the voice of the customer in all relevant instances
• Identify customer service trends and suggest initiatives that could help improve the customer experience
• Support new projects related to Customer Care services (UATs, Go-live, hypercare)

Operations

• Coordinate with courier related to returns/update delivery address/delivery follow-ups (weekly check up with warehouse) + Collaborate to review delivery performance and suggest improvements.
• Coordinate with the warehouse team on order processing
• Order verification : check constantly the reason of failed orders on the E-Commerce Platform and raise a support request when the solution cannot be identified
• Provide feedback on the efficiency of the promos etc.
• Oversee Cybersource payment rules, identifying and reporting feedback.
• Track Tabby payment orders weekly to ensure alignment and accuracy.

CRM

• Help creating Newsletters and WhatsApp communications to engage customers effectively.
• Analyze the competitive landscape by gathering newsletters and marketing materials from competitors and e-retailers, saving them in the shared folder for review.
• Deliver reporting on the various CRM activities: Customer Care activity, communication plan effectiveness, customer satisfaction evolution, …
• Help customers better understand the loyalty program by explaining benefits, points, vouchers, and redemption steps in a simple and friendly way.
• Ensure a smooth customer journey from purchase to delivery and after-sales support by following each step closely and supporting customers whenever needed.

Skills

• Bachelor’s degree in business administration,
• Fluent in English and Arabic, spoken and written
• Minimum of 3-years proven experience in Customer Care management in a contact center or equivalent
• Passion for delivering excellent Customer Experience across a range of channels from Phone, Email and live chat.
• Be a brand Ambassador and be customer centric in all you do.
• Outstanding written and verbal communications.
• Proficient with customer service solution such as Salesforce & Zendesk.
• Ability to multi-task hand handle multiple contacts at once. Well organized.
• Excellent interpersonal skills.
• Strong problem-solving and conflict resolution skills.
• Experience in beauty or cosmetics industry would be a plus.
• If you have a curious mind, a thirst to go further and the drive to boldly take on new challenges, join us.

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