Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa!

The Customer Service Coordinator role focuses on following up with clients and technical support teams to ensure high-quality service delivery and efficient problem resolution. The role involves continuous client follow-ups to ensure their satisfaction, as well as coordinating with the team to ensure smooth workflows and meeting clients' needs in a timely manner.

Key Responsibilities

• Client Follow-Up:
  

- Actively follow up with clients after every interaction to ensure they are satisfied with the provided solutions and that all issues are fully addressed.- Follow up on open issues and work to expedite their resolution through continuous communication with clients, providing periodic updates on the status of requests or inquiries.- Identify any issues that may need escalation and ensure clients receive the necessary support in a timely manner.

• Follow-Up with the Technical Support Team:
  

- Coordinate with the technical support team to ensure technical issues are resolved quickly and effectively, and follow up on the progress of issue resolution.- Ensure that all escalated issues are addressed by the technical team within the specified time frames.- Follow up on ticket statuses with the technical team to ensure that any pending issues are handled promptly and properly.

• Ensuring Client Satisfaction:
  

- Ensure client satisfaction by regularly following up after each interaction or issue resolution.- Collect client feedback on a periodic basis and share it with relevant teams to continuously improve service quality.

• Case Management:
  

- Monitor open cases to ensure no inquiry or issue is overlooked by the team.- Accurately update records to track client cases and ensure proper documentation of all interactions with clients and the team.

• Achieving Performance Goals:
  

- Track response times and compare performance against established goals (e.g., minimum response time, customer satisfaction scores) to ensure compliance with standards.- Collaborate with the team to ensure that performance metrics (KPIs) related to response and issue resolution times are met in a timely manner.

• Reporting:
  

- Provide regular reports on the status of client follow-ups and technical support team progress, and provide insights on recurring issues or areas that need improvement.- Offer recommendations for process improvements based on data collected during follow-up activities.

• Effective Communication:
  

- Provide consistent updates to clients regarding the progress of issue resolution, including expected timeframes.- Ensure effective communication with all technical team members to ensure they fully understand the case details and client expectations.

Requirements and Qualifications

• Education: A degree or diploma in Business Administration, Communications, or a related field is preferred
• Experience: At least 1-2 years of experience in customer service or team coordination, with a focus on follow-up with both teams and clients
• Excellent verbal and written communication skills, with the ability to communicate effectively with both clients and the technical support team
• Strong organizational skills with the ability to manage multiple cases and tasks simultaneously
• Proficiency in using Customer Relationship Management (CRM) tools and ticketing systems such as Zendesk, Freshdesk, and Intercom, or similar platforms
• Ability to manage complex cases effectively and ensure continuous follow-up with all parties involved
• Strong problem-solving skills and the ability to handle pending cases with flexibility
  

Alert for Candidates

Please be aware that Rewaa and its subsidiaries do not conduct interviews via email or text and will never request payment as a condition for applying for a position or receiving a job offer. To ensure your safety, apply only through Rewaa’s official channels and avoid sharing personal information (name, address, birthdate, ID number, etc.) with unsolicited contacts. If you encounter anything suspicious, please let us know so we can assist you.

 تنبية للمتقدمين

تؤكد شركة رِواء وشركاتها التابعة على أنها لا تجري أي مقابلات عمل عبر البريد الإلكتروني أو الرسائل النصية، ولن تطلب أي مبالغ مادية كشرط للتقديم أو لتلقي عرض عمل على أي وظيفة. التقديم على وظائف شركة رواء يتم فقط عبر القنوات الرسمية للشركة، ونحذر من مشاركة معلوماتك الشخصية (مثل الاسم، العنوان، تاريخ الميلاد، والهوية الوطنية، وغيرها) مع أي طرف خارجي.

Notice to External Recruiters and Staffing Agencies

Rewaa does not accept unsolicited resumes from external recruiters or staffing agencies. Any submission of an unsolicited resume to our resume database, directly to Rewaa hiring managers, or by other means will be considered gratis, and no recruiting fee will be paid if an unsolicited candidate from a third-party recruiter is subsequently hired. Fees will be paid ONLY where an external recruiter has an executed service contract in place with Rewaa and resumes have been solicited by our Talent Acquisition team in connection with a specific job opening.

 إشعار للمستقطبين الخارجيين ووكالات التوظيف

تؤكد شركة رِواء أنها لا تقبل أي سيرة ذاتية من المستقطبين الخارجيين أو وكالات التوظيف إلا إذا كانت بموجب عقد مبرم وموقع بين الطرفين. أي سيرة ذاتية تُقدم إلى قاعدة بياناتنا، أو تُرسل مباشرةً إلى مسؤولي التوظيف في شركة رِواء، أو تُرسل عبر أي وسيلة أخرى دون عقد مسبق، ستُعتبر خدمة مجانية، ولن يتم دفع أي رسوم توظيف في حال تعيين المرشح. تُدفع الرسوم فقط إذا تم طلب السيرة الذاتية من قِبَل مسؤولي التوظيف لدى شركة رِواء بموجب العقد.