Senior Customer Service Representative📣 Job Ad

About NOL Investment and the Role

NOL Investment is a rapidly expanding investment group focused on building and scaling e-commerce brands across the GCC region. We are dedicated to operational excellence, fostering innovation, and delivering superior customer experiences. We are currently seeking a Senior Customer Service Representative to join our team in Riyadh, Saudi Arabia, on a full-time basis.

Role Overview

This role involves leading our customer service team and contributing to the continuous enhancement of our customer support operations. The Senior Customer Service Representative will be responsible for overseeing the daily performance of the customer service team, ensuring the maintenance of high service standards, managing escalated customer cases, and driving process improvements to elevate the overall customer experience.

Key Responsibilities

• Supervise, mentor, and support the customer service team to ensure high levels of performance and customer satisfaction.
• Monitor team Key Performance Indicators (KPIs) and maintain established service quality standards.
• Manage customer inquiries, complaints, escalations, and resolutions in a timely and professional manner.
• Oversee and optimize customer service operations utilizing Zendesk or similar customer support platforms.
• Prepare performance reports, analyze service metrics, and recommend process improvements.
• Collaborate with cross-functional teams to improve operational efficiency and the overall customer experience.

Qualifications and Requirements

• Minimum of 3 years of experience in customer service, including team supervision.
• Previous experience in the perfume industry is required.
• Proven leadership experience with the ability to coach, motivate, and develop customer service teams.
• Hands-on experience with Zendesk or similar CRM/ticketing platforms.
• Excellent communication, problem-solving, analytical, and organizational skills.
• Applicants must be Saudi nationals.

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. The successful candidate will work within a dynamic team environment, contributing to the growth of e-commerce brands across the GCC.

Application Process

We invite qualified candidates to apply for this opportunity to contribute to our commitment to customer service excellence. The salary for this position will be discussed during the interview process.