About Floward:

Founded in 2017, Floward is an online flowers and gifts company; we pride ourselves on creating a seamless experience for our clients and making sending flowers and gifts as enjoyable as receiving them. We source our flowers daily from the best growers and farmers worldwide to create one-of-a-kind stunning arrangements and plants that fit every occasion. We partner with local and international brands to offer a wide range of gifts, including chocolate, perfumes, cakes, and more, and our arrangements to create the perfect gift. Operating in 36 cities in nine countries across the MENA region and London, UK, we guarantee same-day delivery across the board through our refrigerated fleet to ensure our arrangements arrive fresh to the customer.

Role Brief

The key role is to handle incoming calls from customers. Receiving and answering queries, complaints, or troubleshooting from customers. The troubleshooting is for both product and service issues and attempting to resolve them. Communicating with customers and ensuring that an appropriate response/solution is given to all issues, concerns, questions, and compliments. To guarantee customer satisfaction, customer retention, and brand loyalty via inbound calls.

Responsibilities

• Maintaining a working knowledge to effectively communicate with customers.
• Answering questions about Floward’s products or services.
• Resolving customer inquiries quickly and effectively via incoming calls based on the scope of work.
• Leveraging calls as a customer support channel.
• Handling customer complaints and resolving the same in a timely manner while following established guidelines for each case.
• Processing orders and payment transactions issues.
• Reviewing user reports regarding client products and services.
• Full acknowledgement of company products to support customer inquiries through incoming calls.
• Identifying improvement opportunities in workflow and suggest solutions.
• Managing decisions according to the defined policies and procedures related to client products and services.
• Understanding and striving to meet or exceed metrics while providing excellent consistent customer service.
• Engaging in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
• Interfacing effectively with other internal and Client teams.

Job Requirements:

• Have a bachelor's degree.
• Must have at least 1year of relevant working experience in Customer Service.
• PC qualified - MS Word, MS Excel, and MS Outlook.
• Exceptional planning and prioritizing skills and drive for results.
• Strong organizational skills with the ability to effectively manage time & prioritize tasks.
• Excellent communication skills in English & Arabic are required.