Customer Service Assistant

The Customer Care Associate (Arabic Speaking) will be responsible for managing customer communication and experience for Home Delivery Operations. The role involves handling customer inquiries, delivery coordination, issue resolution, and post-delivery feedback while ensuring adherence to predefined SLAs.

This individual will act as the communication bridge between customers, HDO teams, and stores to ensure smooth delivery execution, timely updates, and high levels of satisfaction (NPS). The role demands fluency in Arabic and English , excellent communication skills, and a strong sense of ownership toward customer delight.

Key Responsibilities:

1. Customer Communication & Experience

• Handle inbound and outbound calls in Arabic and English related to delivery updates, rescheduling, product inquiries, and complaint resolutions.
• Ensure all customer queries and complaints are logged, tracked, and resolved within predefined timelines and service levels.
• Coordinate with the delivery, warehouse, and store teams to provide accurate delivery status and real-time updates to customers.
• Support delivery exceptions (delays, postponements, damages, etc.) with proactive communication to minimize customer dissatisfaction.
• Maintain empathy, professionalism, and positive tone across all interactions to enhance customer experience.
• Capture customer feedback post-delivery and share insights with the operations team for service improvement.

2. SLA & Process Adherence

• Ensure all service requests and complaints are resolved within defined turnaround times.
• Support tracking of delivery lead times and ensure adherence to promised service levels.
• Follow the standard operating procedures (SOPs) for call handling, escalation, and documentation.
• Monitor daily call logs, categorize issues, and report recurring trends for process improvement.
• Coordinate with CRM systems to ensure all customer records and interactions are accurately maintained.

3. Coordination with HDO & Stores

• Collaborate with Home Delivery Operations (HDO) teams for scheduling, dispatch confirmation, and delivery updates.
• Work closely with store operations to resolve post-sales issues related to delivery, assembly, or returns.
• Support the logistics and control tower teams by providing accurate and timely customer communication feedback.
• Participate in daily huddles and structured reviews to align on open cases, delays, or escalations.

4. Continuous Improvement & Engagement

• Share observations and improvement ideas related to communication flow, complaint handling, or delivery scheduling.
• Participate in regular team training and development sessions to enhance product, process, and system knowledge.
• Maintain high standards of data confidentiality, call quality, and compliance with organizational policies.
• Contribute to overall NPS improvement by ensuring positive and solution-oriented interactions.

Key Deliverables:

• Customer queries and complaints resolved within defined SLAs.
• Improvement in customer satisfaction and NPS for Home Delivery.
• Effective communication between customers, HDO, and store teams.
• Accurate call documentation and reporting in CRM.
• Adherence to process, tone, and quality standards in every interaction.

Desired Candidate Profile:

• Education: Graduate in any discipline (Business Administration, Communications, or related field preferred).
• Experience: 2–5 years of experience in a customer service or call center role within retail, e-commerce, or logistics operations.
• Language Skills: Fluency in Arabic (mandatory) and proficiency in English (spoken & written) .
• Strong interpersonal, problem-solving, and customer-handling skills.
• Familiarity with CRM tools, ticketing systems, or call management platforms.
• Ability to multitask and work in a fast-paced, customer-centric environment.
• Empathetic, patient, and able to handle high-pressure situations calmly and professionally.

Behavioral Competencies:

• Customer-first attitude.
• Strong communication and listening skills.
• Detail-oriented and process-driven.
• Team player with collaborative mindset.
• Positive and proactive approach to problem-solving.