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Customer Service Operations Manager

3 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia noon Full time

Job Overview

noon is a technology leader with a mission to be the best place to buy and sell things. We accelerate the digital economy of the Middle East, empowering regional talent and businesses to meet consumers' online needs.

The company operates without boundaries; we are aggressively ambitious. Starting in 2017, noon is now a digital ecosystem of products and services - noon minutes, noon grocery, noon Food, NowNow, SIVVI, and noon Pay.

Job Description

  • Manage a world-class customer service team for noon on-demand business verticals, bridging CS leadership and frontline team members, driving contact center operations based out of Riyadh office(s). They will build a seamless feedback loop to ensure smooth operations and the best customer experience.
  • Hire, train, and supervise best-in-class resources to scale the team as per business needs.
  • Be the voice of the customer, addressing concerns in a timely and efficient manner.
  • Have a proactive approach to customer service, highlighting customer pain points to stakeholders and planning to control the customer contact rate.
  • Provide performance feedback to CS representatives on a day-to-day basis, ensuring key KPIs are achieved.
  • Authorize disciplinary action against CS team members for significant breaches or lapses.
  • Deal with local consumer protection authorities and resolve cases proactively.
  • Review complaints, call customers to reverse poor experiences, and address team needs including rostering, attendance, leave management, and transportation.
  • Approve exceptional refunds and identify root causes of customer escalations.

Requirements

  • Proven experience managing a large customer service team in E-commerce, Quick commerce, Food, and/or Online Grocery domains.
  • 3+ years of relevant experience.
  • Efficient in Excel and document writing, creating performance reports to track KPIs.
  • Strong problem-solving, communication, and teamwork skills, able to conduct RCA.
  • Fluent in English and Arabic, ability to work in a fast-paced environment.
  • Working knowledge of SQL and Looker Studio/Power BI is an advantage.