Customer Service Representative
About This Role
Primary Responsibilities
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Respond to customer inquiries via phone, email, chat, and in-app messaging in a timely and professional manner.
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Troubleshoot customer issues by identifying root causes, offering appropriate solutions, and following up to ensure resolution.
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Process orders, returns, refunds, and escalations accurately, maintaining detailed records in the company CRM or support system.
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Coordinate with internal teams (operations, logistics, and sales) to resolve complex customer matters and improve service delivery.
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Meet or exceed individual performance metrics such as response time, resolution rate, and customer satisfaction scores.
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Maintain a professional and empathetic tone in all customer interactions, representing Nice One's values and standards.
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Collect customer feedback and report recurring issues and improvement opportunities to the team lead.
Qualifications and Skills
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High school diploma or equivalent; additional education in customer service, communication, or related fields is a plus.
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Previous experience in customer service, call center, retail, or other customer-facing roles preferred; motivated beginners are welcome.
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Excellent verbal and written communication skills in Arabic; proficiency in English is an advantage.
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Comfortable using CRM systems, helpdesk software, and standard office applications to log interactions and track issues.
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Strong problem-solving skills, attention to detail, and the ability to prioritize tasks under pressure.
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Customer-focused, patient, and able to remain calm and professional with challenging situations.
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