Who We Are:

Maa-Althahab is a Subsidiary brand from MAISON DE MAA Group, a leading and most famous fragrance brand in the Middle East and Africa. Founded in 2006, the company pursued innovative thinking in making unique global perfumes which match the lifestyles and personalities of all clients.

Primary Function:

Interact with customers to address their concerns, act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Key Performance Areas:

• Handle inbound and outbound calls in a timely manner.

• Responding to customers' questions, inquiries, concerns and complaints.

• Identify customer needs, verifying issues, resolve complaints, and provide solutions.

• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with the escalation team.

• Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary.

• Create and maintain a record of daily problems and remedial actions taken, using a call-center database.

• Leverage data to recommend and influence process improvements to boost organizational efficiency.

• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.

• Complete call logs and reports

• Guiding customers on how to do Website / App registration and process the payment.

• Ensure that a high level of professional rapport is developed and maintained with all customers

• Report and investigate recurring operational problems that are highlighted by customers and then direct the information accordingly for corrective actions to be taken.

• Informs customers of registration procedures, payment options and office location and timing details.

• Communicate with targeted audience through digital and offline channels 

• Submit weekly and monthly audience analysis and reports 

Core Competency Framework:

Female applicant only 

Knowledge

• Bachelor degree in any relevant field with a good Product knowledge and customer care functions and procedures.

• Good knowledge of marketing, Customer Services. 

• Applicable knowledge in marketing data analytics, tools and market research methods.

Skills

• 2-4 years of experience working in a call center or customer-support role.

• Experience in customer sales and conflict resolution. 

• Clear communication skills in Arabic and English.

• Computer skills

Attitude

• Customer-oriented 

• Strong active-listening and verbal-communication skills.

• Professionalism, patience, and a “people-first” attitude.

• Ensure at all times and attend to customer needs in a professional, friendly and courteous manner.

• Proactive and Proficiency in problem-solving.

• Ability to multitask and manage time effectively.