Overview
Customer Care Expert Jobs in Sharjah, Sharjah Emirate, United Arab Emirates at Dr Scent SA
Title: Customer Care Expert
Company: Dr Scent SA
Location: Sharjah, Sharjah Emirate, United Arab Emirates
About the Role
We are looking for a proactive and customer-focused Customer Care Expert to manage the complete customer journey, ensuring an outstanding customer experience from the first inquiry through after-sales support.
The successful candidate will be responsible for customer communication, lead follow-up, CRM management, order coordination, complaint handling, refill follow-up, customer retention, and cross-functional coordination with Sales, Operations, Warehouse, and Logistics teams.
Key Responsibilities
- Respond to customer inquiries via phone, WhatsApp, email, website, and social media.
- Handle customer complaints professionally and ensure timely resolution.
- Manage and follow up on leads from marketing campaigns until conversion.
- Prepare and send quotations to prospective customers.
- Maintain accurate customer records in the CRM system.
- Create, update, and close customer tickets.
- Coordinate with Sales, Warehouse, Logistics, and Operations to ensure smooth order fulfillment.
- Monitor order status and provide customers with regular updates.
- Follow up with customers regarding refill schedules and after-sales services.
- Re-engage inactive customers and improve customer retention.
- Identify opportunities for upselling and cross-selling.
- Monitor customer satisfaction and deliver an exceptional customer experience.
- Prepare daily, weekly, and monthly performance reports.
- Ensure compliance with company policies, service standards, and operational procedures.
Qualifications
- Bachelor's degree in Business Administration, Marketing, Customer Service, or a related field.
- Minimum of 3 years of experience in Customer Care, Customer Experience, Customer Success, or CRM.
- Hands-on experience with CRM systems.
- Strong communication and interpersonal skills.
- Excellent organizational and time management abilities.
- Strong problem-solving and analytical skills.
- Ability to work under pressure and manage multiple priorities.
- Proficiency in Microsoft Office, especially Excel.
- Fluency in Arabic and English (spoken and written).
Preferred Skills
- Customer-centric mindset.
- Excellent communication and negotiation skills.
- Attention to detail and accuracy.
- Strong follow-up and organizational skills.
- Team player with a collaborative attitude.
- Ability to build long-term customer relationships.
- Experience in customer retention and loyalty programs.
"If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced environment, we would love to hear from you."
