1. Order Processing & General Customer Inquiries
- Process and verify customer orders to ensure accuracy and timely fulfillment.
- Address inquiries related to orders not received, including investigating delivery delays or missing items.
- Handle issues regarding returns that have not been credited, including coordinating with relevant teams to ensure timely resolution.
- Resolve general customer inquiries regarding product availability, pricing, and order status.
- Communicate with logistics and warehouse teams to ensure smooth processing of orders and deliveries.
2. Store Queries (Next Stores)
- Address queries from Next stores regarding deliveries of customer parcels, ensuring timely and accurate dispatch of items.
- Assist stores with stock checks to confirm inventory levels and resolve discrepancies between online stock and in-store stock.
- Liaise with relevant teams to facilitate product availability and deliveries to stores.
3. International Customer Support (Multilingual)
- Handle inquiries from international customers regarding orders not received, tracking information, and returns.
- Provide order tracking information and resolve issues with international deliveries, including liaising with couriers and customs services.
- Manage return processes for international customers, ensuring they receive timely updates and solutions.
- Provide support in multiple languages (English, German, Mandarin, and Arabic) to address diverse customer needs.
- Ensure that international customers receive exceptional service and all queries are resolved in a timely manner.
4. Administrative Tasks
- Adjust and update customer accounts as necessary, including resolving billing issues, updating contact details, and processing refunds.
- Assist in sending mass customer communications, such as promotional emails, order updates, and return instructions.
- Maintain accurate and up-to-date records of customer interactions in the CRM system.
- Collaborate with cross-functional teams (e.g., logistics, IT, and marketing) to improve customer service processes.
5. General Customer Support
- Provide excellent customer service by addressing complaints, providing solutions, and ensuring customer satisfaction.
- Stay updated on company products, services, and policies to assist customers effectively.
- Contribute to the continuous improvement of customer service processes and tools.
- Languages: Fluent in English (written and spoken).
- Experience: Minimum of 2 years of customer service experience, preferably in an e-commerce or retail environment.
- Skills:
- Strong communication and interpersonal skills.
- Proficient in using customer service management tools and CRM systems.
- Ability to multitask and manage high volumes of queries.
- Excellent problem-solving and troubleshooting abilities.
- Strong organizational skills and attention to detail.
Responsibilities
Set departmental goals, manage budgets, lead cross-functional teams, and ensure compliance with policies.
QualificationsHigher Education Diploma with 0 - 2 years of relevant experience
Skills Required
- Fluent in English (written and spoken)
- Multilingual ability (German, Mandarin, Arabic)
- Minimum of 2 years customer service experience
- Experience in e-commerce or retail environment
- Proficient in customer service management tools and CRM systems
- Strong communication and interpersonal skills
- Ability to multitask and manage high volumes of queries
- Excellent problem-solving and troubleshooting abilities
- Strong organizational skills and attention to detail
- Higher Education Diploma
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
