Sales and Customer Care Associate at Ounass

Dubai, Dubai, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

03 Aug, 26

Salary

0.0

Posted On

05 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Sales Conversion, Order Management, CRM Software, Conflict Resolution, Written Communication, Verbal Communication, Microsoft Office, Google Workspace, Attention To Detail, Problem Solving, Upselling, E-commerce Operations, Administrative Support, Time Management, Collaboration

Industry

technology;Information and Internet

Description

Job Purpose The Sales and Customer Care Associate will support day-to-day sales operations and deliver exceptional service across customer touchpoints. This role is operationally focused, combining customer-facing communication with order management, product knowledge, and administrative tasks to ensure a seamless experience for customers and effective support for the sales function. The role contributes to revenue growth by converting enquiries, resolving customer issues, and maintaining accurate records while working closely with Sales, Customer Care, Merchandising, and Logistics teams. Reporting, Interaction Lines & Relationships Key Internal Relationships Sales Team Customer Care Team Merchandising & Planning Logistics & Fulfilment Marketing & CRM Tech & Product Key External Relationships Customers and prospects Delivery and fulfilment partners Third-party service providers Essential Roles & Responsibilities Customer Care & Sales Support Respond to customer enquiries across phone, email, chat and social channels with professionalism and accuracy Convert sales enquiries into orders by understanding customer needs and recommending appropriate products or services Provide product information, stock availability, sizing guidance and order updates to customers Resolve customer issues and escalations promptly, liaising with relevant teams to achieve satisfactory outcomes Process orders, amendments, cancellations and refunds in line with company policy Order Management & Administration Maintain accurate order records and update CRM and order management systems Monitor order fulfilment and delivery status, proactively communicating exceptions to customers and internal teams Assist with returns handling and post-sale enquiries, ensuring compliance with returns policy Support invoicing, payment reconciliations and simple billing queries as required Operational & Cross‑Functional Support Work closely with Merchandising and Logistics to confirm product availability and delivery timelines Support Sales and Marketing initiatives, including campaign execution and customer outreach Maintain and update customer records, knowledge bases and FAQ resources Provide feedback to product and UX teams based on customer input and recurring issues Assist with ad hoc projects and process improvement initiatives to enhance efficiency and customer satisfaction Job Requirements Education Bachelor’s degree or equivalent experience in Business, Sales, Customer Service, Hospitality, or a related field is desirable Experience 1–3 years’ experience in customer service, retail sales, e-commerce customer care, or a related role Experience using CRM, order management or ticketing systems is advantageous Knowledge & Skills Excellent verbal and written communication skills in English Strong customer focus with a calm, empathetic and solution‑oriented approach Proficient with Microsoft Office or Google Workspace; comfortable working with CRM and spreadsheets Good organisational skills, with high attention to detail and the ability to manage multiple priorities Basic commercial awareness and the ability to identify upsell opportunities Ability to work effectively in a fast‑paced, team-oriented environment Languages English (mandatory) Additional language skills are an advantage Core Competencies Customer Focus Collaboration Attention to Detail Managing Multiple Priorities Problem Solving KPIs Customer satisfaction and quality of service (CSAT/NPS) Response and resolution times across channels Order accuracy and timeliness of fulfilment support Conversion rate from enquiries to sales Adherence to process and quality standards What's in it for you... Opportunity to develop customer care and sales skills within a fast‑paced e‑commerce environment Work with cross‑functional teams and contribute to visible commercial outcomes Clear development paths and access to training Be part of a diverse and supportive team Disclaimer Statements in this job description are intended to reflect, in general, the duties and responsibilities of the position and are not to be interpreted as totally inclusive.

Responsibilities

The role focuses on managing day-to-day sales operations and providing exceptional customer service across multiple communication channels. Key duties include converting enquiries into orders, managing order fulfilment, and collaborating with cross-functional teams to ensure a seamless customer experience.