Customer Service Representative

Overview

• Join Nice One as a Customer Service Representative to deliver outstanding support to our customers, handle inquiries across channels, and help maintain a positive brand experience.
• This role is open to all candidates and supports diversity and inclusion.
• The ideal candidate is patient, communicative, and customer-focused with the ability to resolve issues efficiently while representing Nice One professionally.
• Primary Responsibilities – Provide timely, accurate, and friendly customer support
• --------------------------------------------------------------------------------------
• Respond to customer inquiries via phone, email, chat, and social media in a professional and courteous manner, following company guidelines and tone.
• Resolve customer issues and complaints by identifying root causes, proposing solutions, and escalating to appropriate teams when necessary to ensure timely resolution.
• Process orders, returns, exchanges, and refunds accurately in the company systems while ensuring adherence to policies and quality standards.
• Document customer interactions and maintain detailed, accurate records in the CRM to support follow-up and continuous improvement.
• Collaborate with operations, logistics, and store teams to track order status, inventory availability, and delivery exceptions that affect customers.
• Provide clear product and service information, including troubleshooting steps, warranty guidance, and service timelines to set accurate customer expectations.
• Contribute to knowledge base updates and suggest process improvements based on recurring customer feedback and trends.
• Meet individual and team KPIs for response time, resolution rate, customer satisfaction (CSAT), and quality assurance metrics.
• Promote a respectful, inclusive customer experience and follow all company policies and local regulations related to customer service.
• Qualifications and Skills – Customer-focused with strong communication ability
• High school diploma or equivalent; additional training in customer service, communication, or related fields is a plus.
• Previous experience in customer service, call center, retail support, or a related role is preferred.
• Excellent verbal and written communication skills in Arabic; English proficiency is an advantage for cross-team collaboration and reporting.
• Comfortable using CRM systems, ticketing tools, and basic office software (Google Workspace or equivalents).
• Strong problem-solving skills, attention to detail, and the ability to manage multiple tasks in a fast-paced environment.
• Empathetic, patient, and able to de-escalate tense situations while maintaining professionalism.
• Flexible availability to work shifts including weekends and occasional evenings as required by business needs.
• Personal Attributes – Service-oriented, reliable, and collaborative
• Customer-first mindset with a friendly, approachable demeanor.
• Dependable and punctual, demonstrating integrity and accountability in daily responsibilities.
• Team player who supports colleagues and contributes to a positive, inclusive workplace culture.
• Adaptable and open to feedback, continuously seeking ways to improve personal and team performance.
• Calm under pressure and able to prioritize tasks to meet service-level expectations.
• Benefits and Work Conditions – Competitive package and learning opportunities
• Competitive salary with performance-based incentives and recognition programs.
• Local role with opportunities for career growth within Nice One and training in customer service best practices and systems.
• On-the-job training at no cost to employees and ongoing coaching to develop customer care skills.
• Employee benefits consistent with company policy and local labor regulations.
• An inclusive workplace that values diversity and equal opportunity for all applicants.
• How to Apply – Join Nice One’s customer support team
• If you are a dedicated customer service professional or motivated candidate ready to support customers and contribute to an exceptional brand experience, submit your CV through our online recruitment portal.
• Please include your city of residence, relevant customer service experience, and availability.
• We welcome applicants from all backgrounds and look forward to reviewing your application.