Customer Service/Order Management Associate/ Senior Associate with Arabic

What will you do?

• Maintain a positive, empathetic and professional attitude towards customers.
• Acknowledge and resolve customer complaints/inquiries.
• Keep records of customer interactions, transactions, comments and complaints.
• Receive and drive timely resolution or closure of standard/routine order-related customer queries, complaints and feedback.
• Optimization of  the Order-to-Bill processes by regularly analyzing efficiency of processes and issues being detected by the Regional Order-to-Bill team.
• First point of contact in case of escalations.
• Analyze key metrics and perform root-cause analysis, as needed.
• Process and ensure that all return requests comply with the Return policies including appropriate approval and documentation.

What do we expect?

• Preferably a university degree or equivalent, especially with main focus on Administration or Supply Chain Management. Alternatively an equivalent progressive working experience.
• 2-4 years of experience in Customer Service or other similar related Order-to-Cash processes.
• Strong communication and presentation skills.
• Highly customer oriented.
• Problem solving, decision-making and organizational skills.
• Project and people management skills.
• Ability to embrace change and be able to work in a changing environment.
• Ability to lead and coordinate cross-country, virtual teams if needed
• Fluent Arabic (min. C1) skills both in the spoken and written form as a must, plus minimum B1/B2 degree of English