Job Summary

B2C Back Office

As a B2C back office, you will be responsible for providing administrative support to the various departments, you will assist in the day-to-day operations of the company by performing tasks such as data entry, record-keeping, and documentation, and ensuring that all tasks are completed accurately and efficiently to meet company standards.

Duties and responsibilities

1-  Process customer orders, returns, and exchanges accurately and efficiently in the system.

2-  Handle customer inquiries, concerns, and complaints via email, chat, or phone in a

professional and timely manner.

3-  Maintain accurate and up-to-date customer records and ensure data integrity.

4-  Assist with order fulfillment, shipment tracking, and inventory management.

5-  Collaborate with internal departments such as sales, marketing, and logistics to resolve

customer issues and ensure smooth order processing.

6-  Prepare reports, documentation, and correspondence related to customer inquiries and

interactions.

7-  Contribute to the continuous improvement of back-office processes and procedures.

8-  Stay updated on product knowledge and company policies to provide accurate information to

customers.

9-  Provide exceptional customer service and strive to exceed customer expectations.

Qualifications

Education

Years of Experience

- Bachelor's degree in Business Administration or a related field.

- 2-3 Years of Experience in a similar role.

Skills & Competencies

Core Competencies:

- Technical Skills.
- Organization and Planning - Attention to detail.
- Communication.
- Problem-solving.
- Teamwork.
- Adaptability.
- Analytical Skills.

Skills:

• -  Ability to multi-task and prioritize tasks effectively.

• -  Ability to communicate effectively, both verbally and in writing.

• -  Ability to provide exceptional customer service.

• -  Ability to analyzing data.

• -  Strong organizational and communication skills. -

Knowledge

• -  English & Arabic Language - Written and Spoken.

• -  Advanced Knowledge in MS office programs.

• -  Proficiency in using various computer systems, software, and CRM

  tools.

• -  Understanding of basic accounting principles.

General KPIs:

• -  % of number of customer complaints resolved per day/week/month

• -  % of customer satisfaction rating.

• -  % of data entry tasks that are completed accurately and without errors.

• -  % of the error rate in customer record-keeping