Customer Service Coordinator

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 Bloomingdales, Harvey Nichols and Armani to name just a few!

Job Purpose

To provide attentive assistance to the Online fulfillment team as required, by assigning pick requests, preparing the merchandize for dispatch, assistance with resolving customer enquiries/ grievances and ensuring that all online fulfillment requirements are handled in an orderly fashion.

Essential Roles and Responsibilities 

Functional Roles and Responsibilities 

Support a team of gift wrap, tailoring and support with any customer service representative tasks assigned to you, providing guidance, training, and performance feedback. 

Encourage positive work culture that encourages teamwork, excellence, and a customer-centric mindset. 

Schedule staffing to ensure adequate coverage during peak times. 

Be up to date with store marketing activities, events, and promotions and ensure proper planning to ensure the department runs smoothly. 

Coordinate with the tailoring department to ensure timely and high-quality alterations for customers. 

Address customer fitting requests and manage tailoring appointments efficiently. 

Coordinate special requests and exclusive services for high-profile clientele. 

Maintain detailed knowledge of the activities of the day and alert the relevant Manager to any potential problems. 

Assist customers with all enquiries both stores related and non-related and provide information of the store.  

Answering calls both internal and external and providing the required information 

Support contact for customer inquiries and concerns. 

Collaborate with various departments to resolve customer issues promptly and maintain a positive shopping experience. 

Strategic Roles and Responsibilities 

Entering customer data from source documents within time limits (all trackers/records) 

Compiling, verifying accuracy and sorting information to prepare for computer data entry. 

Reviewing data for deficiencies or errors, correcting any incompatibilities, and checking output 

Generate reports as needed daily/weekly/monthly. 

Liaise professionally with all internal departments over inquires and issues raised by customers (Call Centre, Bloomingdales Store Staff/Managers, Concessions/Partners, Security). 

Work independently, part of a team and self-motivated 

Ensure that the in-house processes and procedures are always adhered to. 

Exceed customer expectations and provide solutions to problems. evaluating and providing solutions and suggestions for continuous improvement 

Friendly and tactful personality utilizing 

Problem solving, ability to use different systems (Staff/SIM/Salesforce/POS/Microsoft Word/Excel/Email)  

Good time keeping 

Hit KPI’s, productivity targets, SLAs, and targets