Assistant Manager, Customer Support

Job Description

Who are we?

Want to work for the most exciting digital company in the Middle East? noon.com is a technology leader with a simple mission: to create world-class digital marketplaces for consumers and businesses across the Middle East.

Starting in 2017 with noon.com, the region's homegrown e-commerce platform and leading online shopping destination, noon is now an ecosystem of services - noon, noon daily, noon food, NowNow, SIVVI, noon VIP, and noon pay-all developed to help empower and inspire a generation of diverse, digital-first consumers and businesses.

We are creating a local digital champion to empower the region and accelerate the digital economy and are looking for the best talent in the world to join our team.

Responsibilities:

-Proactively manage Day-to-Day operations through agents and team leaders for Noon food.

-Communicating customer sentiment trends, troubleshooting customer issues, handling escalated customer calls and daily team administrative functions.

-Provide assistance/guidance to team leaders to ensure agreed service level targets are consistently achieved in a cost-effective manner.

-Create a successful team aligning Noon food mission and strategic objectives with team goals.

-Assist in hiring, training and maintaining agents and Team leaders to ensure stability in Food’s manpower skillsets, knowledge and performance.

-Ensure team leaders and agents meet and exceed monthly and quarterly performance targets by regularly coaching team members through scheduled documented performance meetings.

-Become the focal point of addressing skillset improvement needs by effectively working with coaches and trainers.

-Proactively monitor customer transaction trends, account/staff performance metrics and highlight positive/negative trends.

-Closely work with other functions’ leads to align and improve on cross functional scope.

-Keep ahead of industry’s developments and apply best practices to areas of improvement.

Requirements:

-2+ years successful role as call center manager/assistant manager/account manager in a fast-paced E-commerce Customer Success/Experience call center.

-Strong and articulate verbal and written communication skills

-Proven and demonstrated ability to build great relationships, with the ability to bring an upbeat, professional and respectful approach to internal and external customers.

-Ability to analyze and interpret data in a challenging and insightful manner.

-Efficient time management, ability to multi-task and detail oriented.

-Crisis management/Creative problem-solving skills.

-COPC HPMT or a similar certification.

-Experience/proficiency in programs such as C-Zentrix, Zendesk, Google Suite, Microsoft Teams.

-Daring to challenge Status quo.

Who will excel?

The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be a creative and analytical problem solver with a passion for delivering results. At noon we have the courage to pursue what seems impossible, we work hard to get things done, we go to great lengths to ensure that the experience of everyone from our customers to our sellers or noon Bandidos is stellar but above all, we are grateful for the opportunities we have. If you feel the above values resonate with you - you will enjoy this incredible journey with us!