- Respond promptly and professionally to customer inquiries through multiple channels (phone, email, chat, WhatsApp/other messaging tools where applicable).
- Provide accurate information on products/services, pricing, availability, delivery timelines, warranties, return policies, and general support procedures.
- Resolve complaints and service issues with empathy, patience, and clear follow-through, escalating complex cases to the appropriate department when needed.
- Maintain accurate customer records, case notes, and service history in CRM/ERP systems, ensuring data quality and compliance.
- Prepare and update documentation such as order forms, service tickets, delivery notes, customer correspondence, and internal reports.
- Coordinate appointments, service visits, call-backs, and follow-ups; manage calendars and scheduling across teams.
- Liaise with operations, logistics, and warehouse teams to track deliveries, handle delays, and communicate updates to customers clearly.
- Work closely with sales teams to support customer onboarding, account updates, and post-sales coordination.
- Communicate consistently across different countries/time zones within MENA, ensuring handovers and continuity for ongoing cases.
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