About noon

Namshi is a technology leader with a simple mission: to be the best place to buy and sell fashion products. In doing this we hope to accelerate the digital economy of the Middle East, empowering regional talent and businesses to meet the full range of consumers' online needs.

namshi operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2011, namshi is now a digital ecosystem pioneering E-commerce fashion industry.

The Troubleshooter would be responsible for managing a world-class customer service team for namshi on-demand business verticals. This role would be the bridge between CS leadership and frontline team members and drive our contact center operations based out of Riyadh office(s). They will build a seamless feedback loop to ensure smooth operations and ultimately the best customer experience.

What will you do?

• Manage a group of customer service representatives for the noon on-demand businesses- actively taking part in daily customer service operations and ensuring customer pain points are addressed and resolved in an efficient and timely manner.
• Hire, train, and supervise best-in-class resources to scale the team as per business needs and requirements
• Be the voice of the customer- go above and beyond your call of duty and ensure customers’ concerns are addressed in a timely and efficient manner.
• Have a proactive approach to customer service- regularly highlighting customer pain points to relevant stakeholders and planning to control the customer contact rate.
• Ability to provide performance feedback to CS representatives on a day-to-day basis, ensuring key KPIs are always achieved.
• Authorize any disciplinary action against a member of the CS team in case of any significant breaches/lapses observed in the processes.
• Work with the local and relevant consumer protection authorities and ensure the cases are proactively and timely resolved.
• Have an active role in reviewing complaints and actively calling customer(s) to ensure reversal of poor customer experience.
• Rostering, attendance, leave management, and transportation management along with addressing any other needs of your team will be your responsibility.
• Review and approve exceptional refunds.
• Ability to identify the root cause of any customer escalation and document the steps being taken to ensure its elimination.

What you'll need?

• Proven experience of successfully managing a large team of customer service representatives in E-commerce, Quick commerce, Food, and/or Online Grocery domain(s).
• 3+ years of relevant experience
• Efficient in Excel, Structured document writing
• Proficient in creating daily/weekly and monthly performance reports to track key KPIs for CS leadership and business team(s).
• Strong problem-solving, communication, and team management skills
• Ability to conduct well-structured RCA (root cause analysis)
• Willing to speak to customers via phone calls
• Fluent in English and Arabic (both written and spoken)
• Ability to work in a fast-paced environment
• Working knowledge of SQL and looker studio/PowerBi would be an advantage

Who will excel?

We’re looking for candidates who thrive in a fast-paced, dynamic start-up environment. We’re searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over-reliance. Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own work. Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.