Customer Service Lead

Customer Experience & Operations Coordinator

Company: Klekktic

Location: Dubai, AL Quoz UAE

Work Type: Full Time, in person

About the Role

Klekktic is looking for a proactive and customer-focused Customer Experience & Operations Coordinator to manage post-sales customer support and ensure a smooth delivery experience from order confirmation to final handover. This role sits at the center of customer service, logistics, sales, and production, with a strong focus on customer satisfaction, delivery coordination, and continuous improvement through data and feedback.

Key Responsibilities Customer Service & Post-Sales Support

• Act as the main point of contact for customers after purchase
• Handle inquiries, updates, and issue resolution in a timely and professional manner
• Ensure a high standard of customer experience throughout the post-sales journey

Delivery & Logistics Coordination

• Manage delivery timelines and communicate clearly with customers
• Plan and optimize driver routes to ensure efficient and on-time deliveries
• Coordinate closely with drivers, logistics partners, and internal teams

Cross-Team Coordination

• Work closely with the production team to align on product readiness and timelines
• Coordinate with the sales team to ensure smooth handovers and accurate order details
• Proactively flag risks or delays and manage customer expectations

Customer Satisfaction & Analytics

• Lead customer satisfaction surveys and feedback collection
• Analyze customer data, delivery performance, and service metrics
• Identify trends, pain points, and opportunities to improve the customer experience
• Ensure customer happiness is tracked, measured, and optimized continuously

Requirements

• Experience in customer service, operations, or post-sales support
• Strong organizational and communication skills
• Experience managing delivery timelines and logistics coordination
• Comfortable working with data, surveys, and basic analytics
• Ability to juggle multiple stakeholders while keeping the customer first

Nice to Have

• Experience in e-commerce, furniture, or product-based businesses
• Familiarity with CRM or customer support tools
• Experience working with delivery teams or last-mile logistics