Customer Services Rep

Purpose of the role:

Provides front-line support to customers by handling inquiries, requests, and complaints with professionalism and efficiency. Ensures customer satisfaction through accurate transactions, service excellence, and compliance with company standards and procedures.

Roles, responsibility and authority:

Customer Focus

• Deliver excellent service by ensuring a positive experience during all interactions.
• Greet, assist, and thank customers, responding to inquiries in a professional manner.
• Execute customer requests (returns, exchanges, service cases such as CFS, PMP, DOA) in compliance with policies, while offering suitable replacements or alternatives to retain customer satisfaction and minimize refunds.
• Ensure adherence to the company’s customer service program.
• Contribute to achieving customer satisfaction KPIs (CSI, CFS).

Products & Services Sales

• Promote and explain services, products, and add-ons, while recommending suitable replacements, upgrades, or exchanges to support sales and enhance customer satisfaction.
• Maintain knowledge of products, promotions, and seasonal campaigns.
• Support accurate and timely execution of SOPs related to services.

Safety & Security

• Maintain responsibility for accuracy of transactions and payment handling.
• Protect customer data and handle sensitive information confidentially.
• Comply with all opening and closing SOPs and report risks or security issues to the Supervisor.
• Contribute to shrinkage control through adherence to company procedures.

Visual Merchandising & Standards

• Maintain cleanliness, order, and presentation of the customer service area.
• Ensure compliance with model store standards in service counters.

Self-Development

• Demonstrate discipline, adaptability, and commitment to continuous learning.
• Build knowledge of new products, policies, and services.
• Actively participate in training sessions, team meetings, and professional development.

Required Qualifications:

• High school diploma or higher; Diploma/bachelor’s degree preferred.
• 0–2 years of customer service or retail experience.
• Strong communication skills in Arabic & English.
• Basic computer literacy and POS/CRM system knowledge.
• Customer-oriented with problem-solving ability.
• Flexibility to work shifts, weekends, and peak seasons.