Customer Service Representative (Freezone Experience Required)

About the role

Tafaseel BPO is looking for a highly motivated, customer-focused Customer Service Representative with proven experience in Freezone operations. You will be the first point of contact for customers, handling inquiries, resolving issues and ensuring a smooth post-purchase experience. The role suits someone with strong communication skills, a problem-solving mindset and a clear understanding of Freezone procedures and customer expectations.

Key responsibilities

• Respond to customer inquiries by email, chat, phone and social media in a timely and professional way
• Resolve product, order, shipping and return issues efficiently and empathetically
• Process orders, refunds and exchanges through internal systems
• Monitor and manage customer reviews and feedback to improve the customer experience
• Work with logistics, warehouse and product teams on customer concerns
• Keep accurate records of customer interactions in CRM tools
• Spot trends in customer issues and suggest process improvements
• Support promotional campaigns, product launches and seasonal sales

Required profile

• Proven experience as a Customer Service Representative, preferably in a Freezone environment; Freezone experience is a must
• Familiarity with customer service tools and platforms
• Excellent verbal and written communication skills
• Strong problem-solving ability, attention to detail and ability to multitask in a fast-paced setting
• Positive, team-oriented attitude
• Preferred: experience handling international customers or multi-language support

Required skills

• CRM tools such as Zendesk, Freshdesk or Salesforce
• Customer service software platforms