Customer Care Coordinator - Duty Free FMCG

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Job Description

Customer Care Coordinator leads and supports the Customer Care team in providing exceptional service to both customers and the Sales team. This role focuses on overseeing smooth order processing, addressing escalated customer inquiries, maintaining accurate records, and facilitating timely logistics and fulfillment, along with managing the team of customer care specialists. The Coordinator ensures operational efficiency, fosters high customer satisfaction, and guarantees that all customer interactions are handled professionally and effectively.

Key Responsibilities

• Supervise and support the Customer Care team in handling inquiries, order processing, and returns.
• Ensure team adherence to B&S ERP system procedures and provide guidance for system updates and refresher training.
• Act as a point of escalation for complex customer issues and ensure timely resolution.
• Collaborate with Sales, Logistics, and Supplier Order Management teams to address operational challenges.
• Maintain accurate and up-to-date records of customer interactions, orders, and feedback.
• Monitor order fulfillment and logistics processes to ensure timely delivery of products.
• Assist in generating reports and KPIs related to customer service performance and team productivity.
• Contribute to process improvement initiatives to enhance efficiency, accuracy, and customer satisfaction.
• Provide training, mentorship, and guidance to junior Customer Care staff.
  
  

• Bachelor’s degree in Business Administration, Business Management, or a related field.
• Previous experience in Customer Care or Customer Service Coordination; Duty Free experience is a plus.
• Excellent written and verbal communication skills, with strong customer service orientation.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and ERP systems.
• Strong leadership, organizational, and problem-solving skills.
• Ability to adapt to changing priorities and manage multiple tasks simultaneously.
  
  

• Opportunity to work in a multinational company with a dynamic and diverse team.
• A collaborative work environment that encourages growth and professional development.
• Annual performance driven bonus and comprehensive benefits package.
• Other benefits as per UAE labour law
• A chance to develop your skills in a fast-paced, high-impact industry.