Dubai
Company Info
Small business
51 to 100 Employees
Mumzworld
Table of Contents
Job Position – Customer Service Representative
Job Details Here
Here’s a snapshot of what your responsibilities would include:
● Being the primary point of contact for customers across all touch points. This includes phone calls, email requests and
live chats
● Responding promptly, efficiently and professionally to all customer queries regarding order returns
● Liaising with the logistics and warehouse teams to respond to all customer queries regarding order/returns status and
delivery/collection timings
● Understanding Mumzworld Returns policy and ability to make decisions regarding exceptions to the policy where
necessary
● Handling customer queries with sensitivity, calmness, politeness and respect at all times
● Recording and updating of all customer interactions in the main CRM system (Freshdesk)
● Following up with customers on all related calls, queries and concerns on a daily basis
● Demonstrating initiative, speed & amp; accuracy
Performance indicators:
● First call resolution: Need to resolve the customer’s issue without having to escalate, transfer or return the call or email
● Speed: Calls, emails, live chats – should be answered within a set threshold
● Average time to resolution: To be within a set threshold
● Accuracy: Information given to the customer should be accurate and precise
● Written skills: Grammar and spellings should be correct and adhere to the quality guidelines
● Problem-solving: Able to solve customer issues regarding items not eligible for return, full understanding of the
Your skills would include:
● Proficient knowledge of English
● Customer obsession and problem solver
● Quick learner and thinker
● Ability to work on systems efficiently
● Ability to multitask, prioritize, and manage time effectively
Due to the volume of applications we receive, only shortlisted candidates will be contacted.
Note: Please only share your CV via email at careers@mumzworld.com and add “Customer Service Representative” in the subject line of the email.
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