Customer Service Team Lead

5 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia noon Full time

About Us

noon is a technology leader dedicated to accelerating the digital economy of the Middle East. We empower regional talent and businesses to meet the full range of consumers' online needs.

We operate without boundaries, aggressively pursuing our mission to be the best place to buy and sell things.

The region's homegrown e-commerce platform and leading online shopping destination, noon.com, has grown into a digital ecosystem of products and services - noon minutes, noon grocery, noon Food, NowNow, SIVVI, and noon Pay.

Job Overview

This leadership role will manage a world-class customer service team for noon on-demand business verticals. The ideal candidate will bridge CS leadership and frontline team members, driving contact center operations based out of Riyadh office(s).

Key Responsibilities

  • Manage a group of customer service representatives for the noon on-demand businesses, participating in daily customer service operations and addressing customer pain points efficiently.
  • Hire, train, and supervise resources to scale the team as per business needs.
  • Act as the voice of the customer, ensuring concerns are addressed timely and efficiently.
  • Foster a proactive approach to customer service, highlighting pain points to relevant stakeholders and planning to control the customer contact rate.
  • Provide performance feedback to CS representatives, ensuring key KPIs are achieved daily.
  • Authorize disciplinary actions against team members with significant breaches/lapses.
  • Deal with local consumer protection authorities and resolve cases proactively and timely.
  • Review complaints, calling customers to ensure poor experiences are reversed.
  • Rostering, attendance, leave management, transportation management, and addressing team needs are responsibilities.
  • Review and approve exceptional refunds.
  • Identify the root cause of customer escalations and document steps to eliminate them.


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