Contact Centre Officer(chat focus)-Bilingual

The Contact Centre Officer is to provide exceptional customer service and sales support through chat channel. This role involves effectively communicating with customers via online chat platform to address inquiries, provide product information, assist with purchases, and resolve issues. The officer must demonstrate excellent communication skills, sales acumen, and the ability to multitask in a fast-paced environment.

Customer Interaction:

Engage with customers via online chat platform in a professional and courteous manner.

Respond promptly to customer inquiries, providing accurate and helpful information about products, services, and promotions.

Assist customers with placing orders, processing payments, and resolving any issues or concerns they may have.

Sales Support:

To encourage customers to make purchases or explore additional products.

Recommend products or services based on customer needs and preferences, upselling and cross-selling when appropriate.

Technical Proficiency:

Demonstrate proficiency in using chat software, CRM system, Payment solution and other online tools to efficiently manage customer interactions and sales transactions.

Troubleshoot basic technical issues customers may encounter during shopping process, providing guidance or escalating to technical support as needed.

Documentation and Reporting:

Maintain accurate records of customer interactions, including inquiries, orders, and resolutions, in the CRM system. 

Team Collaboration:

Collaborate with team members, customer service representatives / In mall team supporting with the service, to ensure a seamless customer experience.

Share knowledge and best practices with colleagues to enhance overall team performance and customer satisfaction.

Continuous Improvement:

Stay informed about product updates, promotions, and industry trends to provide customers with relevant and up-to-date information.

Proactively identify opportunities for process improvements and suggest solutions to enhance the efficiency and effectiveness of the chat service and online sales operations.

Compliance and Quality Assurance:

Adhere to company policies, procedures, and compliance standards while interacting with customers and processing transactions.

Adhere to QA checks on any interactions to ensure accuracy, professionalism, and adherence to company guidelines.

Note: Agents to be mobile, to bring them into and out of  spaces for review and on-site trainings/evaluations

A minimum of high school degree, diploma or equivalent degree.

Customer service experience in a Contact Centre/ Hospitality/ Fashion Industry is preferred.

Multi-lingual (Proficiency in English, Arabic) + (secondary: French, Russian, Chinese)

Excellent verbal and written communication skills, with proficiency in typing and grammar in English

Strong interpersonal skills and the ability to empathize with customers while maintaining professionalism.

Ability to multitask and prioritize tasks effectively in a fast-paced environment.

Attention to detail and accuracy in documenting customer interactions and processing sales transactions.

Flexibility to work various shifts, including evenings, weekends, and holidays, as needed.