Customer Service Representative

About This Role

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.