Customer Service Assistant

About Us

As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world’s best luxury brands in the fashion, jewellery, home, and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion, and Hospitality sectors. Our brands include Bloomingdale’s, Harvey Nichols, and Armani, to name just a few!

Job Purpose

To deliver exceptional customer service by providing timely and accurate responses to inquiries, coordinating delivery schedules, resolving issues efficiently, and maintaining effective communication with internal teams. This role is crucial in supporting the logistics function and ensuring a seamless and satisfying customer experience.

Key Responsibilities

Customer Support

• Manage inbound customer calls and provide accurate information on deliveries, services, and products

• Confirm delivery appointments two days in advance (Delivery & Assembly)

• Proactively update customers on delays and reschedule when needed

Internal Coordination

• Work closely with the dispatch and store teams to ensure timely dispatch and delivery

• Understand delivery terms & conditions and ensure complete fulfillment during execution

Service Standards & Escalations

• Ensure timely responses to all customer queries in line with service KPIs

• Escalate unresolved or complex cases to appropriate personnel for quick resolution

• Maintain records of customer feedback, delivery logs, and complaints for review

Feedback & Process Improvement

• Collect and document customer feedback

• Highlight recurring issues to relevant teams for continuous improvement

Team Support & Monitoring

• Support and guide the delivery team to ensure a consistent customer-centric approach

• Train new delivery team members on service standards and customer expectations

Health, Safety & Environment (HSE)

• Adhere to company HSE policies and encourage safe practices

• Identify risks in operational procedures and escalate to the HSE committee