Customer Service Officer | GMG | KSA | Riyadh

About GMG:
GMG is a global well-being company retailing, distributing and manufacturing a
portfolio of leading international and home-grown brands across sport, food
and health sectors. Its vision is to inspire people to win in ways that make
the world better. Today, GMG 's investments span across four key verticals:
GMG Sports, GMG Food, GMG Health, and GMG Consumer Goods. Under the ownership
and management of the Baker family, it has become a leading global company,
affiliated with the world's most successful and respected brands in the well-
being sector. Working across the Middle East, North Africa, and Asia, GMG has
introduced more than ‎120 brands into its markets.
About the Role:
Supreme Customer Service is fundamental at our Company, and we want to wow our
customers every time! You will be responsible for providing frontline support
to customers and ensuring customers are satisfied. Retaining customers by
providing exceptional service while handling complaints and suggestions.
Continuously provide customer excellence and working in an agile way in order
to deliver a first class service working in a multi-skilled position.
Key responsibilities include:
* Handle emails and chat enquiries regarding Customer orders, promos, cancellations, order modifications and billing queries
* Focus on customer engagement, satisfaction, retention and reactivation through high level of service quality, close collaboration with operational and commercial key stakeholders, along with management to optimize the customer experience
* Liaise with internal colleagues and external Customers and cross functional teams in order to resolve problems and ensure an effective resolution
* To focus on continuous improvement of processes and controls, including management of customer complaints, aiming for consistently delivering to the excellence
* Ensure all Customer interactions adhere to our internal quality standards
* Adhere to the company policies, meeting KPIs and recommending improvements to existing procedures
* Maintain and update case notes and records accurately
* Continuously learn, supporting new market, product and service launches
Skills and Competencies:
The ideal candidate will have a passionate commitment towards customer
service, an insane focus on excellence and customer experience. The required
skills and competencies are:
* Great written communication skills.
* Attention to detail and strong probing skills.
* Ability to drive the conversation to make sure issues are resolved quickly.
* Advanced speed and efficiency in typing/keyboard skills with good knowledge of Windows applications.
* Capability to work through several problems simultaneously to be effective - Multitasks effectively
* Identifies pain points & understand trigger statements
* Customer-centric, empathetic, and patient.
* Collaborative and able to troubleshoot problems and work within a team environment.
* Ability to follow processes and procedures and apply flexible approach when required
* Positive with a "can do" attitude who looks for quick resolutions.
* Stress tolerant and a problem-solver in critical situations
* Flexible and adaptable to working in a fast-paced environment.
Minimum Requirements
* Passionate about customer service
* Bachelor's degree in any field with High proficiency in Microsoft Office Products
* Related experience roles is a plus, especially in any contact center related roles
* Knowledge of ecommerce is beneficial
* Ability to speak English and Arabic fluently (written and verbal as required)
* Flexible to work on various shifts (days, evening, nights, weekends, and holidays)
* Ability to work independently