Customer Service Representative (CSR) cum Data Entry

JOB PURPOSE

The Customer Service / Sales Representative is the primary point of contact between Albaraka Food and Beverage Industry LLC and its clients. The role is responsible for accurately processing incoming water orders across all SKUs, proactively engaging clients through outbound calls for feedback, verification and business development, and professionally handling and resolving client complaints in line with company service standards.

KEY RESPONSIBILITIES

1. Order Receiving & Coordination

• Receive incoming orders from clients for water products across all available SKUs (e.g. bottle sizes, pack formats, and case configurations).

• Accurately capture order details, including client information, quantities, SKU types, delivery location and requested delivery timelines.

• Verify order accuracy and product availability before confirming with the client.

• Log all orders into the company’s order management / CRM system in a timely and accurate manner.

• Communicate and hand over confirmed orders to the relevant internal teams (warehouse, logistics, and delivery) to ensure smooth order fulfilment.

• Follow up internally to confirm order status and proactively update clients on delivery timing or delays.

• Maintain organized records of daily order volumes and escalate any recurring order-related issues to the Team Leader.

2. Outbound Calls — Feedback, Cold Calling & Verification

• Make outgoing calls to existing clients to collect feedback on product quality, delivery service and overall satisfaction.

• Conduct cold calls to prospective clients to introduce Albaraka’s water products and generate new business opportunities.

• Perform outbound verification calls to confirm client details, order accuracy, delivery addresses and account information.

• Document all feedback, verification results and cold-call outcomes accurately in the system for follow-up and reporting.

• Identify upsell and cross-sell opportunities during client interactions and pass qualified leads to the Sales team.

• Maintain a professional, courteous and brand-appropriate tone in all client-facing calls.

Work Location: Hybrid remote in Umm al-Quwain