Senior Customer Service Representative

Company Overview

NOL Investment is a rapidly expanding investment group focused on developing and scaling e-commerce brands throughout the GCC region. The company is dedicated to operational excellence, innovation, and providing outstanding customer experiences.

Job Overview

The Senior Customer Service Representative, functioning as a Customer Service Supervisor, will be tasked with managing the daily activities and performance of the customer service team. This role emphasizes maintaining superior service standards, handling escalated issues, and spearheading improvements to enhance the customer's overall experience.

Key Responsibilities

• Lead, guide, and support the customer service team to ensure exemplary performance and customer satisfaction.
• Track team key performance indicators and uphold defined quality benchmarks.
• Address customer inquiries, complaints, and escalations promptly and professionally to achieve resolutions.
• Manage and enhance customer service workflows using Zendesk or equivalent support platforms.
• Generate performance analytics reports, examine service data, and suggest improvements for processes.
• Work collaboratively with various teams to boost efficiency and enhance the customer journey.

Qualifications and Skills

• At least three years of experience in customer service roles inclusive of supervisory duties.
• Prior experience specifically within the perfume industry is mandatory.
• Established leadership capabilities with a focus on coaching and developing customer service personnel.
• Proficiency in Zendesk or similar CRM/ticketing software.
• Strong communication, analytical thinking, problem-solving, and organizational abilities.
• Saudi nationality is required.

Additional Information

Interested candidates passionate about leading customer service teams in a dynamic and growing company are encouraged to submit their applications.