Customer Service Representative

Niceone

Primary Responsibilities

• Respond to customer inquiries via phone, email, chat, and in-app messaging in a timely and professional manner.

• Troubleshoot customer issues by identifying root causes, offering appropriate solutions, and following up to ensure resolution.

• Process orders, returns, refunds, and escalations accurately, maintaining detailed records in the company CRM or support system.

• Coordinate with internal teams (operations, logistics, and sales) to resolve complex customer matters and improve service delivery.

• Meet or exceed individual performance metrics such as response time, resolution rate, and customer satisfaction scores.

• Maintain a professional and empathetic tone in all customer interactions, representing Nice One's values and standards.

• Collect customer feedback and report recurring issues and improvement opportunities to the team lead.

Qualifications and Skills

• High school diploma or equivalent; additional education in customer service, communication, or related fields is a plus.

• Previous experience in customer service, call center, retail, or other customer-facing roles preferred; motivated beginners are welcome.

• Excellent verbal and written communication skills in Arabic; proficiency in English is an advantage.

• Comfortable using CRM systems, helpdesk software, and standard office applications to log interactions and track issues.

• Strong problem-solving skills, attention to detail, and the ability to prioritize tasks under pressure.

• Customer-focused, patient, and able to remain calm and professional with challenging situations.