Job Description

Company: Mall of Abayas - Dubai

Location: HiLite Business Park, Calicut

Job Type: Full-Time

About Us

Mall of Abayas - Dubai is a premium modest fashion brand bringing authentic Dubai trends to the fashion world. Operating one of the back office from the prestigious HiLite Business Park, we are looking for a dedicated Customer Relationship Officer to manage our client communications and ensure every order is delivered seamlessly.

Role Overview

You will be the voice of Mall of Abayas. Your primary goal is to ensure customer satisfaction by bridging the gap between our clients and our internal teams (Sales, Production, Finance, etc.).

You will handle inquiries, track order progress, and ensure our records are perfectly maintained.

Key Responsibilities (Daily Tasks)

1. Client Communication (Chats & Calls)

Handle incoming inquiries via WhatsApp, Instagram DMs, and Phone Calls.
Assist customers with questions regarding fabric details, sizing, pricing, and customization options.
Provide professional and polite responses to ensure a premium brand experience.
2. Internal Coordination (Order Tracking)

Act as the central point of contact for internal order status. You must proactively collect information from:
Sales: To confirm order specifications.
Finance: To verify payment confirmation.
Production: To check the status of stitching or alterations.
Operations: To confirm stock availability.
Shipping: To get tracking details and dispatch timelines.
Update the customer immediately once you have these details.
3. After-Sales Support

Conduct follow-up calls to customers after delivery to ensure they are happy with the product quality and fit.
Manage any return or exchange requests by coordinating with the Operations team.
Build long-term relationships to encourage repeat purchases.
4. Data Management & Reporting

Update the Master Order Sheet (Google Sheets/CRM) daily.
Ensure every order has a clear status (e.g., "In Production," "Shipped," "Delivered").
Maintain a record of customer complaints and how they were resolved.
Requirements

Communication: Fluent in Malayalam and English (Hindi is a plus).
Tech: Comfortable using WhatsApp Business, Instagram DMs, and Google Sheets (Excel).
Soft Skills: Patience, empathy, and the ability to remain calm when dealing with order delays.
Experience: Prior experience in e-commerce, retail, or customer support is preferred.
Job Type: Full-time

Pay: ?15,000.00 - ?20,000.00 per month

Benefits:

Paid sick time
Experience:

Customer support: 2 years (Preferred)
Work Location: In person