Customer Service Supervisor📣 Job Ad

• Supervise daily operations of the customer service team across in-store, phone, email, and digital communication channels.
• Provide coaching, mentoring, and support to team members—promoting a culture of collaboration, accountability, and continuous learning.
• Monitor and analyze customer service metrics and performance, identifying opportunities to enhance service delivery and achieve KPIs.
• Handle complex customer inquiries and escalations, ensuring timely, empathetic, and effective resolution aligned with Niceone values.
• Coordinate with sales, ecommerce, and product teams to relay customer feedback and contribute to improvements in products and processes.
• Develop and implement standard operating procedures to optimize workflows and consistency of service.
• Facilitate training sessions and knowledge sharing to ensure product and policy updates are communicated across the team.
• Support recruitment, onboarding, and performance evaluations for customer service staff.
• Champion a positive, inclusive, and customer-focused environment that reflects Niceone’s brand and mission.

• Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.
• Minimum of 2 years of experience in a customer service supervisory or team lead role; retail or ecommerce experience preferred.
• Proven ability to coach, motivate, and develop team members in a dynamic, high-volume environment.
• Exceptional verbal and written communication skills in both Arabic and English.
• Strong problem-solving abilities and the capacity to handle challenging situations with professionalism and empathy.
• Proficient in the use of customer service software, CRM, and digital productivity tools; experience with reporting and analytics is an advantage.
• Organized, detail-oriented, and able to manage multiple priorities and deadlines.

• Respectful, approachable, and dedicated to empowering diverse team members.
• Adaptable to new technologies, evolving processes, and business growth.
• High level of integrity and accountability in all customer, team, and management interactions.
• Proactive in identifying service gaps and driving continuous improvement initiatives.
• Committed to upholding Niceone’s reputation for customer excellence and inclusivity.

• Comprehensive onboarding and continuous learning on products, systems, and service best practices.
• Opportunities to lead impactful projects and contribute to operational strategy.
• Clear advancement pathways to senior customer service, operations, or management roles within Niceone.
• Recognition, rewards, and ongoing support for outstanding team leadership and customer outcomes.

• Develop and secure backhaul freight resources for the truck fleet, focusing on routes from Riyadh, Dammam, and Jeddah
• Build and maintain long-term relationships with B2B clients, such as factories, distributors, wholesalers, and material suppliers
• Conduct market analysis to understand cargo flow trends and identify potential freight opportunities
• Coordinate with the dispatching team to match cargo needs with fleet availability efficiently
• Monitor customer satisfaction and implement strategies to improve client retention and service quality
• Set and achieve monthly performance targets related to backhaul cargo volume and client acquisition
• Track competitor pricing and logistics strategies to optimize our offerings

• Sales and Business Development:
  • Develop and implement a strategic sales plan to meet and exceed sales targets.
  • Build strong relationships with stakeholders in agriculture, environmental, and reforestation sectors.
• Client Engagement:
  • Travel across Saudi Arabia to meet with clients and stakeholders.
  • Represent FalconViz at conferences and industry events.
• Technical Expertise:
  • Leverage knowledge in remote sensing, GIS, and agritech to communicate product benefits.
  • Stay updated on KSA’s environmental policies and regulations.
• Carbon Credit Solutions:
  • Engage clients on carbon credit policies and explain related processes.
• Collaboration and Reporting:
  • Work closely with marketing and product teams to ensure alignment.
• Continuous Learning:
  • Monitor market trends and emerging technologies.

• Bachelor’s or Master’s degree in relevant fields.
• Proven sales experience in agriculture or environmental sectors.
• Strong communication skills in Arabic and English.