Job Description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our Client is the leading Digital Beauty Concierge in Europe, setting new standards in the personal care industry through a strong commitment to service excellence. As a trailblazer in the digital beauty space, they offer a wide range of premium beauty services delivered directly to clients’ homes, offices, and hotels.

Their core mission is to elevate beauty and wellness experiences—offering five-star quality service with unmatched convenience. By combining cutting-edge technology with personalized care, our Client is redefining luxury beauty services as a seamless, tailor-fit indulgence. At the heart of London, they’re reshaping how beauty and wellness are experienced.

About the Role

We are looking for a dedicated, customer-focused Arabic-speaking Customer Support Associate to join our team. The successful candidate will manage daily booking inquiries, handle rescheduling requests, and coordinate appointments for beauty treatments. This role demands excellent communication and problem-solving skills to deliver a consistently positive experience for our customers. This will be to support a newly launched market and will require somebody who is a self-starter and willing to take ownership of the role while being deeply familiar with the UAE market.

What you’ll do

• Handling day-to-day booking inquiries from customers regarding beauty treatments across multiple communication channels

• Rescheduling appointments when needed

• Informing customers and therapists of appointment changes or delays

• Assigning replacement therapists for canceled appointments so the customer still receives their treatment

• Assisting with more complex bookings like group bookings and corporate events

• Respond to and resolve complaints in a timely and professional manner, using strong communication and problem-solving skills to ensure a positive experience for the customer

Requirements

What You Bring

• Customer Service Experience: 2-3 years of customer service experience, demonstrating expertise in managing client interactions and providing exceptional service.

• Language and Regional Expertise: Fluency in Arabic is required for this role. The ideal candidate will also possess a strong understanding of the UAE (Dubai, Abu Dhabi) or other key territories nearby, such as Saudi Arabia and Qatar. This expertise is crucial for serving clients in these regions effectively.

• Remote Readiness: Prepared to work remotely with a suitable home office setup and reliable internet connection.

• Communication Skills: Strong written and verbal communication skills, with proficiency in English for phone and email communications.

• Relationship Building: Skilled in building client relationships and providing personalized, client-centric service.

• Team Player: Ability to collaborate effectively with a team, contributing to its success through cooperation and support.

• Independence and Ownership: Capable of working independently, taking ownership of responsibilities, and demonstrating initiative and accountability.

• Responsibility and Reliability: Consistently deliver high-quality service and follow through on commitments, ensuring clients can depend on you.

• Passion for Beauty Industry (Preferred): An interest in the beauty industry is a significant advantage, aligning with our mission and enhancing client service.

• Luxury or Beauty Customer Service Experience (Preferred): Experience in customer service within a luxury brand or beauty setting is highly valuable.

• Attention to Detail and Administrative Skills: Acute attention to detail and strong administrative skills for managing client interactions and records accurately.

• CRM Systems Proficiency: Experience using CRM systems, preferably HubSpot, for managing customer interactions and data.

• Adaptability: Ability to switch between priorities and tasks efficiently, adapting to changing circumstances.

• Initiative: Proactive in resolving minor booking issues to maintain high standards of service and client satisfaction.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

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