Customer Care Expert

Role Overview

Dr Scent SA is seeking a motivated and customer-oriented professional to take ownership of the entire customer lifecycle, ensuring outstanding experiences from the initial inquiry through post-sale support.

Key Responsibilities

• Address customer queries received via telephone, WhatsApp, email, website, and social media channels.
• Professionally manage and resolve customer complaints promptly.
• Track and follow up on marketing leads until conversion is achieved.
• Generate and dispatch quotations to potential clients.
• Maintain precise and up-to-date customer data within the CRM platform.
• Create, update, and close customer support tickets effectively.
• Collaborate closely with Sales, Warehouse, Logistics, and Operations teams to facilitate seamless order processing.
• Keep customers informed with consistent updates regarding their order status.
• Manage follow-ups concerning refills and after-sales services.
• Proactively reconnect with dormant customers to enhance retention rates.
• Identify and pursue opportunities for upselling and cross-selling products or services.
• Monitor overall customer satisfaction to guarantee high service quality.
• Prepare regular performance reports on a daily, weekly, and monthly basis.
• Adhere strictly to company policies, service standards, and operational protocols.

Required Qualifications

• Bachelor’s degree in Business Administration, Marketing, Customer Service, or a related discipline.
• A minimum of three years' experience in Customer Care, Customer Experience, Customer Success, or CRM roles.
• Practical knowledge and experience using CRM systems.
• Exceptional communication and interpersonal skills.
• Strong organizational abilities coupled with effective time management.
• Good analytical and problem-solving capabilities.
• Capability to work efficiently under pressure while managing multiple tasks simultaneously.
• Proficiency in Microsoft Office applications, particularly Excel.
• Fluent command of both Arabic and English languages, written and spoken.

Preferred Skills

• Customer-focused mindset with a passion for service excellence.
• Strong negotiation and communication skills.
• Meticulous attention to detail and accuracy in work outputs.
• Excellent follow-up and organizational talents.
• Collaborative team player attitude.
• Experience in cultivating long-term customer relationships.
• Background in customer retention and loyalty strategies.

If you are driven to provide exceptional customer service and excel in dynamic environments, we welcome your application.