Customer Service Coordinator

About us

As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world’s best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the beauty, home, fashion and hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few!

Job purpose

To provide high quality customer service to clients by providing prompt responses to all queries, effective issue resolution and accurate information on all deliveries.

Functional roles and responsibilities

• Handle customer calls and provide them with the right information regarding the products and deliveries. Phone customers to set appointment for D&A 2 days prior to delivery and liaise with the delivery team to keep track of any late deliveries and phone up customers to inform the delays.
• Coordinate with the dispatch team to ensure products are dispatched as per the schedule.
• Coordinate with the stores to understand the delivery terms and conditions of the products and ensure all the services are provided during the delivery.
• Address all the customer complaints by directing to the right people or by providing the right information.
• Adhere to service standards on response time for all queries raised or received and follow appropriate escalation process for timely and effective accurate receipt of information thereby achieving company and customer specified KPIs.
• Take regular feedback from the customers and present to the different departments on complaints received, response time etc. Maintain all delivery records and driver/customer feedback and escalate them to Sr. Customer Service Executive for appropriate action.
• Train and monitor the delivery team to ensure high level of customer satisfaction.
• Maintain HSE practices in the working environment in order to minimize the opportunity of damage property and injury to self and colleagues. Pro-actively remind colleagues to behave in line with the HSE processes defined by the company.
• Review operational processes from a risk management perspective; identify and qualify new areas of risks and escalate concerns to the HSE committee appointed by the company.

Education/certification and continued education

Diploma or pre-university

Years of experience

2-4 years relevant experience in logistics industry