Supply Chain - Customer Service Executive - L'Occitane

Who we are
We are a leading partner for luxury across the Middle East. With more than ‎600
stores, ‎300 brands and over ‎65 years of experience in the region, we have
become a major player in the beauty, fashion and gift sectors, by offering
service excellence to our partners and delighting all our customers. We are
moving fast from a traditional distributor and retailer for luxury in the
Middle East, to a hybrid retailer bringing luxury experiences to the
fingertips of customers everywhere.
To fuel the next stage of our growth we are looking to build a world class
team. From physical retail through to supply chain and customer loyalty, we
aim to use technology and data to continuously improve every aspect of our
operations. We are looking for top talent to join us on this journey of
exploring new horizons together.
What you will be doing
Our Customer Service Executive is primarily customer experience oriented
and will be involved in creating and building relationship with our customers
through managing their enquiries, waiting list, preferences, etc. Most
importantly, our Executive will provide exceptional service levels to ensure
that our customers enjoy the best shopping experience when getting in touch
with us.

JOB RESPONSIBILITIES:
* Customer Care and Sales
* Ensure adherence to the Hybrid Customer Care Department Standards of Excellence
* Ensure you deliver an outstanding shopping experience to every customer contact via any offered communication channel (walk in, phone, email, online chat)
* Identify ways to personalize the experience of every customer, whenever possible
* Deal with the most difficult customers in a quick, willing and professional manner, aiming to turn negative situations into a positive outcome and using available resources to solve problems
* Achieve sales targets by maximizing all customer contact opportunities to provide product knowledge, increase units per transaction and sell across all channels Systems & Procedures
* Use all CRM and E-commerce systems and tools confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts
* Communicate brand policies to customers, as necessary
* Ensure client confidentiality in adherence with company policies for data protection and security • Ensure adherence to in-house processes and procedures
* Work closely with other internal stakeholders to ensure issues affecting customer orders or returns are resolved to ensure seamless shopping experience
* Adhere to the schedule and the forecasts given by the management
YOUR PROFILE:
* Previous sales and retail experience, preferably in a luxury environment (luxury fashion, department store, high-end travel and leisure)
* ‎0-‎2 Years of Experience
* BA in Communication/ Business Administration or relevant
* Excellent communication skills. Able to display the highest levels of accuracy (spelling, grammar, punctuation and pronunciation) in both languages' Arabic and English; verbally and written.
* Able to demonstrate a high level of technical ability and must show an affinity with the luxury consumer
* Commercial, sales driven approach is essential
* Ability to achieve results through influence and problem solving
* Flexible attitude and positive approach
* Self-motivated, proactive and energetic
* Team player
COMPETENCIES

• Accuracy and Attention to Detail


• Demonstrating Personal Resilience & Adapting to Change


• Demonstrating Customer Centricity


• Understanding & Developing Self


• Driving Results


• Communicating effectively


• Collaborating & Influencing with Respect & Trust


• Being Inclusive


• Compliance


• Incoterms Understanding and Management


• Knowledge of Procurement Technology Systems (E-Auctions, P2P, etc.)


• Knowledge of Transportation Management Technology Systems (Oracle TMS, JDA, SAP, etc.)


• Purchasing Tasks and Activities


• Records Management and Archiving
  What we can offer you
  With us, you will turn your aspirations into reality. We will help shape your
  journey through enriching experiences, learning and development opportunities
  and exposure to different assignments within your role or through internal
  mobility. Our Group offers diverse career paths for those who are
  extraordinary, every day.
  We recognise the value that you bring, and we strive to provide a competitive
  benefits package which includes health care, child education contribution,
  remote and flexible working policies as well as exclusive employee discounts.
  To view all our perks and benefits, click here.