Customer Service Specialist

Company OverviewBFL Group is one of the world’s leading off-price retailer of fashion and homeware. With headquarters based in United Arab Emirates, we serve over markets across the region and Southeast Asia.Our goal is to delight customers and entice them back with the promise of exceptional pieces that excite – all at up to 80% off the original retail price for fashion designer brands. Our unique “Treasure Hunt” model ensures there is always something new to explore, desire and discover within our stores. Our customers walk out with new items every time they visit any of our stores.Role PurposeWe are currently seeking a Customer Service Associate (CSA) to join our E-commerce team. A Brands For Less CSA is a critical part of our mission to deliver timely, accurate and professional customer service to all Brands For Less customers. This vital position requires an action-oriented, flexible problem-solver who will assist customers in expediting orders and correcting post-sales problems. Associates communicate with customers primarily through mail, chat, WhatsApp, Phone & social medias and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun and fast-paced environment.Communication SkillsKnowledge and Skills RequiredExcellent communication skills (written and verbal)Ability to communicate correctly and clearly with all customersExcellent documentation skillsGood comprehension skills – ability to clearly understand and state the issues customers presentAbility to concentrate – follow customers issues without distraction to resolutionGood composition skills – ability to compose a grammatically correct, concise, and accurate written responseWork successfully in a team environment as well as independentlyComputer Knowledge/SkillsAbility to use a desktop computer systemFamiliarity with Windows XP, Microsoft Outlook, Microsoft Word and Internet ExplorerExcellent typing skillsDemonstrates understanding of the Internet, brandsforless.com website, and competitor websitesDemonstrates an ability to successfully navigate websitesDemonstrates a proficient knowledge of email applicationsDemonstrates an ability to learn in various mediaAbility to successfully adapt to changes in the work environmentCustomer FocusExcellent customer service skills, including maintaining focus on the customer issue in a fast-paced environmentAbility to empathize with and prioritize customer needsDemonstrates interpersonal skills with a diverse customer baseDemonstrates conflict resolution, negotiation, and de-escalation skillsDemonstrates ownership to resolve challenging customer issues, escalating when necessaryAbility to determine customer needs and provide appropriate solutionsMaintain regular and reliable attendance, including the daily schedule as assignedFlexible with the working schedule; may be expected to work weekends, holidays and eventsAbility to work overtime as required by business - as much as 60 hours a week, most often occurring in the weeks surrounding the peak holiday seasonProblem Solving SkillsEffective problem-solving skills including decision making, time management and immediate prioritization of tasks as assignedAbility to approach problems logically and rationallyAction oriented and self-disciplinedOrganized and detail-orientedAbility to quickly and effectively prioritize work time in various departments to meet business needAbility to maintain composure in highly escalated situationsQualified candidates will be comfortable in a multi-tasking, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service.QualificationsMinimum qualification is higher secondary. Any graduate/ PG is eligible to applyPast experience in customer service in any industry is appreciatedExceptional Customer Obsession and drive for resultSelf-motivated and never says -That’s not my jobWillingness to work in a 24x7 service industry. Adaptable for night shifts and weekend workdaysFluency in English, Arabic is a plusExcellent verbal and written communication skillsIf you think you are fit for this job position, then apply right away. You are steps away from joining a Great Place to Work© and we would love to meet you s