Customer Service Coordinator – Logistics

Role Overview

Customer Service Coordinator – Logistics at Al Tayer Group in Dubai, UAE.

Company Overview

Al Tayer Group is a leader in luxury retail in the Middle East. Al Tayer Insignia, the retail division, hosts a portfolio of world-class luxury brands in fashion, jewellery, home and department store categories. The company also represents leading brands in Beauty, Home, Fashion and Hospitality sectors. Brands include Bloomingdales, Harvey Nichols and Armani.

Role Purpose

To provide high quality customer service to clients by delivering prompt responses to all queries, effective issue resolution and accurate information on all deliveries.

Key Responsibilities

Customer Communication and Support

• Handle customer calls and provide accurate information regarding products and deliveries.
• Phone customers to set appointments for Delivery and Assembly two days prior to delivery.
• Address all customer complaints by directing to the right people or providing the right information.
• Take regular feedback from customers and present findings to different departments on complaints received and response time.

Delivery Coordination

• Liaise with the delivery team to track late deliveries and inform customers of delays.
• Coordinate with the dispatch team to ensure products are dispatched as per schedule.
• Coordinate with stores to understand delivery terms and conditions and ensure all services are provided during delivery.
• Train and monitor the delivery team to ensure high level of customer satisfaction.

Service Standards and Escalation

• Adhere to service standards on response time for all queries raised or received.
• Follow appropriate escalation processes for timely and effective accurate receipt of information.
• Achieve company and customer specified KPIs.

Record Keeping and Reporting

• Maintain all delivery records and driver and customer feedback.
• Escalate delivery records and feedback to Sr. Customer Service Executive for appropriate action.

Health, Safety and Environment

• Maintain HSE practices in the working environment to minimize damage to property and injury to self and colleagues.
• Proactively remind colleagues to behave in line with HSE processes defined by the company.
• Review operational processes from a risk management perspective; identify and qualify new areas of risk.
• Escalate risk concerns to the HSE committee appointed by the company.

Qualifications & Experience

• Diploma or Pre-University qualification.
• 2–4 years relevant experience in logistics industry.