Customer Escalation Specialist Job Vacancy in Saudi Arabia
Posted date [2024-09-04]
(ID: 31581)
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noon is a digital ecosystem of products and services that are built in the region. Our vision is to become the engine of efficiency and convenience for the people we serve. We will elevate the quality of life by inspiring people with what we built and how we built it.
Starting in 2017, noon is now a digital ecosystem of products and services: |
About noon
noon.com is a technology leader with a simple mission: to be the best place to buy and sell things. In doing this we hope to accelerate the digital economy of the Middle East, empowering regional talent and businesses to meet the full range of consumers' online needs.
noon operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2017 with noon.com, the region's homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon Grocery, noon Food, NowNow, SIVVI, noon VIP, noon Pay and noon minutes.
We are creating the Middle East's local digital champion and are looking for world-class talent to join our team.
Job Description
What are we looking for?
We're looking for candidates who thrive in a fast-paced, dynamic start-up environment. We're searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over-reliance.
Honesty is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your work.
Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.
What will you do
High-Level customer Interaction: Engage directly with critical issues raised by customers to address their needs, resolve escalated issues, and ensure satisfaction.
Unique ability to actively engage customers by listening attentively and responding with appropriate emotions, demonstrating genuine empathy and understanding.
Issue Resolution: Handle complex and sensitive customer issues that require advanced problem-solving skills and a deep understanding of our products and services.
Strong investigation skills by delving deep into customer issues, identifying root causes, and exploring viable solutions that benefit both the customer and the business.
Out of box thinking and creativity in issue resolution, with the ability to adapt quickly, control the call, and turn around even the toughest situations, especially with angry customers.
Strategic Communication: Communicate clearly and effectively with customers and internal teams, providing updates, negotiating solutions, and managing expectations.
Must be fluent in both English and Arabic, with exceptional documentation skills to ensure all interactions are accurately and thoroughly recorded.
Skills in customer retention and the ability to adapt to psychological aspects of customer interactions and use this to address negative experiences, ensuring customers feel valued and are motivated to return.
Crisis Management: Address high-stakes situations with professionalism, maintaining a calm demeanor and focusing on effective resolution.
Process Improvement: Identify trends in customer concerns and work with the team to enhance service processes and prevent recurring issues.
Create customer delight in every way
Attributes to succeed in the role:
Skills experiences and behaviors required
Bilingual mandatory - English and Arabic.
Strong communication and interpersonal skills, with the ability to interact effectively with difficult / high profiled customers and stakeholders.
Minimum 3 years of work experience in customer calling and engagement, preferably in a fast-paced rapid growth environment.
Proven track record of achieving and exceeding customer expectations through customer-centricity, resilience, and resourcefulness.
Ability to work under pressure and manage multiple high-priority issues simultaneously.
Exceptional problem-solving and analytical skills.
Personal Attributes:
Diplomatic: Skilled at handling sensitive issues with tact and discretion.
Proactive: Ability to anticipate potential issues and address them before they escalate.
Detail-Oriented: Strong attention to detail and commitment to thoroughness in managing escalations.
Resilient: Ability to remain calm and composed in high-stress situations.
noon.com is a technology leader with a simple mission: to be the best place to buy and sell things. In doing this we hope to accelerate the digital economy of the Middle East, empowering regional talent and businesses to meet the full range of consumers' online needs.
noon operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2017 with noon.com, the region's homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon Grocery, noon Food, NowNow, SIVVI, noon VIP, noon Pay and noon minutes.
We are creating the Middle East's local digital champion and are looking for world-class talent to join our team.
Job Description
What are we looking for?
We're looking for candidates who thrive in a fast-paced, dynamic start-up environment. We're searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over-reliance.
Honesty is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your work.
Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.
What will you do
High-Level customer Interaction: Engage directly with critical issues raised by customers to address their needs, resolve escalated issues, and ensure satisfaction.
Unique ability to actively engage customers by listening attentively and responding with appropriate emotions, demonstrating genuine empathy and understanding.
Issue Resolution: Handle complex and sensitive customer issues that require advanced problem-solving skills and a deep understanding of our products and services.
Strong investigation skills by delving deep into customer issues, identifying root causes, and exploring viable solutions that benefit both the customer and the business.
Out of box thinking and creativity in issue resolution, with the ability to adapt quickly, control the call, and turn around even the toughest situations, especially with angry customers.
Strategic Communication: Communicate clearly and effectively with customers and internal teams, providing updates, negotiating solutions, and managing expectations.
Must be fluent in both English and Arabic, with exceptional documentation skills to ensure all interactions are accurately and thoroughly recorded.
Skills in customer retention and the ability to adapt to psychological aspects of customer interactions and use this to address negative experiences, ensuring customers feel valued and are motivated to return.
Crisis Management: Address high-stakes situations with professionalism, maintaining a calm demeanor and focusing on effective resolution.
Process Improvement: Identify trends in customer concerns and work with the team to enhance service processes and prevent recurring issues.
Create customer delight in every way
Attributes to succeed in the role:
Skills experiences and behaviors required
Bilingual mandatory - English and Arabic.
Strong communication and interpersonal skills, with the ability to interact effectively with difficult / high profiled customers and stakeholders.
Minimum 3 years of work experience in customer calling and engagement, preferably in a fast-paced rapid growth environment.
Proven track record of achieving and exceeding customer expectations through customer-centricity, resilience, and resourcefulness.
Ability to work under pressure and manage multiple high-priority issues simultaneously.
Exceptional problem-solving and analytical skills.
Personal Attributes:
Diplomatic: Skilled at handling sensitive issues with tact and discretion.
Proactive: Ability to anticipate potential issues and address them before they escalate.
Detail-Oriented: Strong attention to detail and commitment to thoroughness in managing escalations.
Resilient: Ability to remain calm and composed in high-stress situations.
