Customer Service Executive

This role focuses on providing excellent customer support by handling inquiries, processing orders, and solving issues quickly and professionally. The Customer Service Executive is the main contact for customers and works closely with teams like sales, logistics, and operations to ensure a smooth and efficient service.

KEY RESPONSIBILITIES:

• Assisting with the Dubai offices day-to-day customer service and operational functions as assigned by Assist. Operations Manager.
• First point of contact of the assigned accounts both telephone and email queries. To assign queries to the relevant person from the MENA team, as appropriate.
• Review of all Birthstreet, Marriott Webshop orders every morning and processing in Opera on a timely basis, to achieve maximum service level percentages.
• Liaising with our 3PL partners to ensure timely delivery of processed orders within the service level KPIs.
• Process approved returns from customers when instructed by Assist. Operations Manager.
• Ensure that all pricing on the system is always fully up to date and communicate any approved changes to Finance and Commercial Analyst.
• Responsible for requesting product code set up for all new brands that will launch for ME Region.
• Maintaining and regularly reviewing Middle East Folder on the server and ensuring it is up to date.
• Ensure all customer-related documents are sent and received correctly to avoid delivery and payment issues. This includes invoices, bill of lading, airway bill, certificate of origin, statement of accounts, proof of delivery etc. Some of these documents are prepared and delivered by 3PL partners.
• Report to Corporate Account Managers in UK any issues with the online catalogues for the region, e.g Birchstreet AED catalogue
• Responsible for weekly back orders and suggested invoice reporting and sharing findings with Senior Customer Service. Running back-order allocation list and reporting low stocks issues and excess inventory. Action plans to be agreed during weekly review.
• Obtain freight quotations from the vendors for comparison and present it to Senior Customer Service & Assist. Operations Manager for approval. (In the absence of Senior Customer Service Executive)
• Produce all required paperwork and documentation for export orders (including inter warehouse transfers) in conjunction with 3PL partners.
• Provide credit control support to the UK Credit Controller for the region. Follow up payments from the hotel, and if there is no progress, escalate the issue to the ME Independent and Corporates sales team members for further follow-up with their clients.
• Manage all customer accounts to ensure accuracy and resolve discrepancies.

QUALIFICATIONs:

• Diploma or Bachelor’s degree
• Minimum 2–3 years of customer service experience, preferably in a similar industry
• Team player with strong interpersonal skills

SKILLS:

• Proficient in Microsoft Office (Word, Excel, Outlook); experience with CRM systems is a plus
• Excellent verbal and written communication skills
• Strong problem-solving and decision-making abilities
• Customer-focused with a positive attitude and patience
• Ability to multitask and manage time effectively in a fast-paced environment

BEHAVIOUR:

• Demonstrates a customer-first mindset by delivering clear, empathetic communication and efficient, solution-oriented service. Takes ownership of tasks, collaborates well with team members, and consistently balances quality with timely execution to exceed service expectations.

Pay: AED5,000.00 - AED8,500.00 per month

Work Location: Hybrid remote in Media City