Customer Service Representative

Overview

Job Purpose

Dimensions

Main Duties Include, But Not Limited To

• Processing all telephone, email orders, enquiries, complaints, and general information.
• Management of order placement process.
• Processing customer returns.
• Management of Credit & Debit Notes.
• Support Customer Master Data management.
• Outbound calls.
• Maintaining Service Level Agreements’ & EMEA Metrics (including Key Performance Indicators associated with role).
• Maintaining product, system & commercial knowledge to manage customer relationships.
• Attendance of face-to-face meetings with customers & other internal partners, hosting Customer Visits to site.
• Support the Commercial & Marketing business improvements initiatives.
• Management of the relationship between Supply Chain and Key Account team.
• Key competencies

Education

• Completed secondary school education or master’s degree.
• A basic level of IT proficiency

Essential

• English language (Communicative knowledge - fluency/advanced level).
• Arabic language (native speaker or fluency/advanced level).
• Customer Service role experience; preferably 2-3 years in a corporate and/or a medical/healthcare setting.
• Good computer skills, e.g. MS Office (Word and Excel and Outlook), familiarity with Internet, etc.
• Customer mind-set, with the ability to demonstrate understanding and give examples of putting the customer at the forefront of solutions offered.
• Self-motivated attitude and committed team player abilities.
• Proactive approach to problem solving/complaint handling.
• Sound administrative and accurate data entry skills.
• Excellent communication skills, both verbal and written -e.g. clear pronunciation over the phone.
• Ability to work well under pressure.
• Ability for accurate data entry

Desirable

• Knowledge / Proficiency of SAP
• Proficiency in Microsoft Office
• Additional EMEA language capability
• Understanding of the Eye Care Profession (ECP), or experience of working with ECP’s advantageous

Preferred Skills