أخصائي أول دعم العملاء

Job Summary:

Lead customer support and customer experience operations across all brands, ensuring high service quality, effective complaint resolution, and continuous improvement of customer satisfaction. Oversee NDR and Win-Back processes while leading and coaching the Customer Experience team.

Key Responsibilities:

• Lead and coach Customer Experience Officers.
• Monitor service quality, response times, and team performance.
• Handle escalated complaints and ensure effective resolution.
• Own and improve customer support, NDR, and Win-Back processes.
• Coordinate with Operations, couriers, and fulfillment teams to resolve delivery issues.
• Analyze customer feedback and identify areas for improvement.
• Track customer support KPIs and prepare regular performance reports.
• Collaborate with Commercial and Platform teams to enhance the customer journey.

Requirements:

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum 5 years of experience in Customer Support or Customer Experience, preferably in E-Commerce or Retail.
• At least 2 years of team leadership experience.
• Experience with Salla, CRM, and Helpdesk platforms.
• Strong leadership, analytical, communication, and problem-solving skills.
• Fluency in Arabic and English.