Key Responsibilities

1. Customer Communication

• Handle customer inquiries through telephone calls, WhatsApp Business, Meta Business Suite, and email.

• Respond to customer inquiries professionally, promptly, and politely.

• Provide product information, pricing, promotions, and delivery updates.

• Maintain positive relationships with existing customers and follow up until inquiries are resolved.

1. Order Management & Delivery Coordination

• Contact customers to confirm and follow up on orders.

• Monitor pending, scheduled, and completed orders.

• Coordinate with the sales, warehouse, and delivery teams to support timely deliveries.

• Follow up on delayed, missed, or unsuccessful deliveries and keep customers informed.

1. Customer Database & Reporting

• Maintain and update customer information, order records, and sales files.

• Regularly update the customer dashboard and follow-up records.

• Track pending inquiries, orders, complaints, and customer follow-ups.

• Prepare daily and weekly customer service reports and ensure records are accurate.

1. Customer Retention & Sales Support

• Follow up with inactive customers to encourage repeat orders.

• Inform customers about new products, promotions, and special offers.

• Identify opportunities to improve customer satisfaction and retention.

• Collect customer feedback and communicate concerns to management.

• Support the sales team in maintaining and developing customer relationships.

Desired Candidate Profile

Candidate Requirements

Education Diploma or Bachelor's degree preferred.

Experience 1–2 years in customer service, sales support, or order coordination.

Communication Excellent verbal and written communication skills in English.

Languages Fluent English required; Arabic or other additional languages are an advantage.

MS Office Good working knowledge of Microsoft Excel, Word, and Outlook.

Digital Platforms Practical familiarity with WhatsApp Business and Meta Business Suite.

Organization Ability to manage multiple customers, tasks, and follow-ups efficiently.

Personal Attributes Friendly, patient, responsible, proactive, and detail-oriented.

Essential Skills & Competencies

• Clear and professional communication with customers from different backgrounds.

• Strong customer-service mindset and patience when handling concerns or complaints.

• Consistent follow-up skills to ensure no customer request or pending order is overlooked.

• Confidence using spreadsheets, email, customer dashboards, and digital communication channels.

• Good time management, multitasking, and prioritization skills.

• Calm problem-solving approach and ability to escalate issues when required.

• Effective coordination with sales, warehouse, and delivery teams.

Preferred Candidate

Candidates with experience in FMCG, food and beverage distribution, bottled water, retail, or trading companies will have an added advantage. Practical experience handling a high volume of customer inquiries and orders through WhatsApp Business is highly desirable.