Customer Service Officer – Elvaridah

About the Role Deliver exceptional customer experience for a fragrance brand by handling inquiries, processing orders, resolving complaints, and providing product information across all touchpoints. You'll be the voice of the brand, ensuring customer satisfaction and driving loyalty through outstanding service.

Responsibilities

• Respond promptly to customer inquiries via phone, email, WhatsApp, and social media
• Provide accurate product information about fragrances, pricing, availability, and usage
• Handle customer complaints professionally and ensure timely resolution
• Process orders accurately and coordinate with logistics and warehouse teams for delivery
• Track orders and provide real-time updates to customers
• Build and maintain strong customer relationships; follow up on feedback and after-sales experience
• Identify upsell and cross-sell opportunities; provide personalized product recommendations
• Support promotional campaigns and product launches
• Maintain customer records and update CRM systems
• Prepare daily, weekly, and monthly reports on customer service performance
• Provide insights on customer behavior, satisfaction trends, and recurring issues

Key Performance Indicators

• Customer satisfaction and response time
• Complaint and inquiry resolution rate
• Conversion rate from inquiries to sales
• Customer retention and repeat purchase rate
• Order processing accuracy
• Service quality ratings

Requirements

• Bachelor's Degree or Diploma in Customer Service, Business Administration, Marketing, or related field
• 1–2 years of experience in customer service or client relations (retail, beauty, fragrance, or FMCG preferred)
• Strong communication and emotional intelligence
• Experience with CRM systems and customer support tools is an advantage
• Passion for beauty and fragrance products

How to Apply No application instructions provided in the posting.