Customer service - Female

JOB DESCRIPTION

Position: Customer Service Representative Department: Customer Service Reports To: Operations Manager

Job Purpose

The Customer Service Representative is responsible for managing customer communication across WhatsApp, telephone calls, and other designated communication channels, ensuring a professional, responsive, and personalized customer experience. The role includes receiving and confirming orders, coordinating order preparation and scheduling, resolving customer complaints, and maintaining accurate customer records. The employee will also support company exhibitions, events, and promotional booths by engaging with customers, facilitating sales, and maintaining Haute Boutique's premium service standards.

Key Responsibilities

1. Customer Communication & Service

• Respond promptly and professionally to customer inquiries received through WhatsApp, telephone calls, and other assigned communication channels.
• Provide accurate information regarding chocolate collections, flavors, packaging options, prices, availability, customization, delivery arrangements, and ongoing promotions.
• Guide customers through product selections and recommend suitable options based on their preferences, occasions, and budgets.
• Maintain a friendly, courteous, and personalized communication style consistent with premium brand image.
• Follow up on unanswered inquiries, pending customer requests, and incomplete orders to ensure timely closure.
• Maintain accurate customer communication records and ensure no inquiries or requests are overlooked.

1. Order Booking & Coordination

• Receive and accurately record customer orders, including product selections, quantities, packaging preferences, special instructions, delivery or collection details, and required dates.
• Confirm order details, pricing, availability, and preparation timelines before providing final confirmation to customers.
• Communicate confirmed orders and special requests to the Preparation Team and Production with complete and accurate information.
• Coordinate with the Preparation Team to schedule orders according to production capacity, customer requirements, and agreed deadlines.
• Maintain and regularly update the order schedule, ensuring confirmed, pending, and tentative orders are clearly recorded.
• Follow up with the Preparation Team on upcoming orders and communicate any changes, delays, or amendments to the concerned employees and customers.
• Coordinate with the Sales and Logistics Teams regarding order readiness, customer collection, dispatch, and delivery arrangements.
• Verify order details with the concerned team before communicating collection or delivery confirmation to customers.

1. Complaint Handling & Problem Resolution

• Receive, acknowledge, and document customer complaints concerning product quality, incorrect orders, packaging, delivery delays, service experience, or other concerns.
• Investigate complaints by coordinating with the concerned departments and obtaining the necessary information.
• Provide practical solutions to customer concerns within approved company guidelines and authority levels.
• Escalate sensitive, repeated, or unresolved complaints to the Operations Manager with complete details.
• Follow up with customers after resolution to ensure their concerns have been appropriately addressed.
• Identify recurring customer complaints and communicate potential improvements to the Operations Manager.
• Maintain customer confidentiality and handle sensitive matters with professionalism and discretion.

1. Sales Support & Customer Engagement

• Identify opportunities to recommend additional products, premium packaging, seasonal collections, and suitable add-ons during customer interactions.
• Follow up with potential customers who have expressed interest but have not confirmed their orders.
• Inform customers of new collections, seasonal offerings, and promotional activities as instructed by management.
• Support the Sales Team during high-demand periods by assisting with customer communication and order-related inquiries.
• Encourage repeat purchases through attentive service, effective follow-up, and relationship building.
• Communicate frequently requested products, customer preferences, and potential sales opportunities to the Sales and Operations Teams.

1. Exhibitions, Events & Promotiona

• Represent Company at exhibitions, pop-up events, promotional booths, and other company-organized activities as required.
• Welcome visitors, introduce the brand, explain product offerings, and provide information regarding available collections and services.
• Assist visitors with product selection, order inquiries, and purchases while maintaining a professional customer experience.
• Promote featured products, seasonal collections, and special offerings to encourage customer engagement and increase sales opportunities.
• Record customer inquiries, suggestions, and potential sales leads for follow-up after the event.
• Support the team in maintaining effective communication and smooth customer service throughout the event.

1. Customer Feedback & Reporting

• Maintain an organized record of customer complaints, feedback, suggestions, and service-related concerns.
• Prepare basic daily, weekly, or monthly reports as required, covering customer inquiries, orders received, complaints, resolutions, and pending matters.
• Record recurring customer requests, preferred products, frequently raised questions, and recommendations received from customers.
• Highlight unresolved complaints, delayed orders, or communication gaps requiring management attention.
• Ensure customer information, order records, and reports are accurate, updated, and treated confidentially.

1. Team Coordination & Operational Support

• Maintain clear and timely communication with the Sales, Preparation, Production and Logistics Teams to ensure smooth order processing.
• Communicate urgent orders, special customer requests, and schedule changes immediately to the concerned employees.
• Follow up on pending operational matters affecting customer orders and ensure appropriate action is taken.
• Support the Operations Manager in implementing service improvements and maintaining consistent customer communication standards.
• Assist with other customer service and boutique-related operational duties as reasonably assigned by management.

Job Requirements

Education & Experience

• Degree in Business Administration, Hospitality, or a related field is an advantage.
• Previous experience in customer service, order management, retail, hospitality, or the F&B industry is preferred.
• Experience in a premium retail, confectionery, chocolate, gifting, or luxury customer service environment is an advantage.

Language & Communication

• Fluency in both Arabic and English is mandatory, with strong verbal and written communication skills.
• Familiarity with the Kuwaiti Arabic dialect is highly preferred.
• Ability to communicate professionally and naturally with customers through WhatsApp, telephone calls, and face-to-face interactions.

Pay: KD400.000 - KD500.000 per month

Ability to commute/relocate:

• Sharq: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you available immediately?

Experience:

• Customer Service: 2 years (Preferred)

Language:

• Kuwaiti (Preferred)

Work Location: In person