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Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Business Enablement/Support

All Job Posting Locations:

Riyadh, Saudi Arabia

Job Description:

Job Purpose

Customer Service Representative, processing inbound and outbound orders, enquiries, complaints and information through multiple methods of communication. Ensure adequate preparation to effectively manage the customer relationship and carry out specific responsibilities for internal and external added value programs.

Dimensions

Contribute to the achievement of the departmental service level agreements ensuring excellent service delivery with every interaction and moving to a one contact resolution and complete ownership of the customer experience.

Customer Service Representative is expected to provide a differentiated service to our external customer but be the representative for the customer internally as well.

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

 

 

Required Skills:

 

 

Preferred Skills:

Agility Jumps, Communication, Contract Management, Customer Analytics, Customer Centricity, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Data Capturing, Emotional Intelligence, Issue Escalation, Order Processing, Process Oriented, Service Excellence, Service Request Management