Customer Service Back Office Specialist

2 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Laverne Group | مجموعة لافيرن Full time
Senior Talent Acquisition Specialist @ Laverne Group | Ex- Anoosh | Recruiter | Headhunter | Top 25% of LinkedIn Recruiter Teams

Job Title: Customer Service Back Office Specialist

Key Responsibilities:

  1. Handling Customer Inquiries and Complaints:
    • Follow up on customer inquiries or complaints escalated from the customer service department.
    • Verify the details of complaints and resolve them in coordination with relevant departments.
    • Prepare reports on recurring complaints to identify root causes and work towards resolving them.
  2. Data and Document Management:
    • Record and maintain customer data and conversations in designated systems to ensure accuracy and ease of reference.
    • Update customer information as needed (e.g., personal details or order status).
  3. Supporting Daily Operations:
    • Process incoming customer requests (e.g., refunds, returns, or order modifications) and ensure timely and accurate execution.
    • Ensure adherence to customer service policies, such as return and exchange policies.
  4. Coordination with Other Departments:
    • Collaborate with different departments (e.g., shipping, accounts, sales) to ensure efficient resolution of customer issues.
    • Follow up on pending orders or special cases requiring additional intervention.
  5. Compliance with Policies and Procedures:
    • Ensure that all customer service-related operations align with company policies and legal compliance requirements.
    • Support front-line teams in understanding and applying policy changes.

Additional Skills:

  • Strong understanding of Customer Relationship Management (CRM) systems.
  • Analytical skills to identify process weaknesses.
  • Attention to detail to prevent errors that affect the customer experience.
Seniority level

Not Applicable

Employment type

Full-time

Job function

Customer Service and Quality Assurance

Industries

Cosmetics and Retail

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