Customer care coordinator - Duty Free, FMCG

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.

Requirements

• 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.

Preferred Qualifications

Benefits

• 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.

About the Company

B&S exists to make premium consumer goods available to everyone, anywhere. We believe that getting access to consumer products that bring joy and comfort into everyday lives, should be easy around the globe.