Job Description

Purpose of the role

The Customer Service Agent is responsible for handling the day-to-day operations of the 'Spring' customer journey and responsible for the overall customer experience and operations of the business unit, in addition to managing sales reports and executing marketing initiatives when required.

Key Areas of Responsibilities:

In charge of handling all organic client accounts (direct website sales) without a sales code and implementing / executing all customer needs / feedback / requests. Partner with CPU's Production, Logistics, and Packaging departments to ensure business and operational needs of customers are met. Assist in identifying service issues as well as coordinating with other departments to come up with and implement long-term solutions. Increase client retention by improving customer satisfaction and improving the customer experience/journey as a whole. Assisting with customer cases at higher levels like cancellations, changing items or pausing plans after the cut-off, etc. Identify the areas for improvement within the department and then create and implement solutions. Improves processes, eliminates inefficiencies and eliminates detrimental practices. Ensure that Moments KPIs are met monthly/annually and the business runs smoothly. Community management for Social Media (IG & FB, etc.). Answering requirements, questions, DMs etc. Take corrective actions based on performance metric reports of the Brand KPI and monitor progress and achievement. Generally involved with the marketing and product development team to implement campaigns and initiatives. Monitors competitive sets and consumer insights to keep on top of industry trends. To perform general management and ad hoc management duties. Any other duties assigned by the senior management. Conducting performance management for brand ambassadors. Representing Moments in a positive and professional manner.

Professional Requirements:

Bachelor's degree or its equivalent.

A minimum of 2 years of work experience in the customer experience.

Work experience in the e-commerce industry.

An understanding of User Experience, marketing, and P&L Management would be beneficial.

Fluency in English, Arabic is a plus but not mandatory

Interpersonal Requirements:

Results-oriented leader with strong analytical skills

Capacity to work under pressure

Always maintaining a professional appearance

Excellent written and verbal communication skills

A highly organized person

Research-oriented and tech-savvy.

A commitment to developing and maintaining a premium brand image



WHAT WE BRING TO THE TABLE

A fun friendly place to work and a great company culture to match. Did we mention we offer free lunches?

An inclusive, collaborative community, where your voice will be heard, and you'll have the opportunity to fuel your creative journey.

The ability to really make a difference with your ideas - we're a purpose driven company.

A modern office environment designed to foster inspiration, creativity, and teamwork.

A talented team of super smart (but humble) people.

A culture committed to innovation, openness, humor, respect & motivation.



WHO WE ARE & WHAT WE'RE ABOUT

1. Continuous Development

At Kcal we're all about being better than we were yesterday, so naturally we want you to develop your own greatest asset - YOU. We encourage everyone on our team to continuously learn and grow into the best version of themselves so they can feel empowered not only in their job, but in life in general. Because at the end of the day, when you win, we all win.

2. Support & Collaboration

No one does it alone and there's nothing wrong with asking for help when it's needed. We want everyone at Kcal to feel like they're part of a supportive team. Because when we work together, we come up with better ideas, faster solutions, limit errors, and achieve more together.

3. Respectful Listening

At Kcal we believe respect should be nonnegotiable. And that it should go both ways in communicating and listening. We encourage open and honest communication while simultaneously doing our best to listen with the intention to understand and find common ground.

4. Trust & Accountability

Personal accountability is the best way to foster trust amongst one another. We all have responsibilities to our roles, our teams, and our customers and it's important that we demonstrate that accountability in every task that we carry out. This ensures not only that we can deliver in our roles, but also that can excel.

5. Innovation & Creativity

Kcal thrives off innovation and creativity - they're part of the DNA of what we do. And we strive to infuse them into every aspect of the company, from our brands to our culture, to our processes and finally to every bite of food our customers eat.

6. A Passion for Healthy Living

We walk the talk. We're passionate about making the world a healthier place - one meal at a time! We continuously encourage healthy lifestyle choices through wholesome high-quality food, and our aim is to inspire and motivate those around us to eat well and be well.

Package:

Salary:

AED 4,500/Month

Additional Benefits:

Medical & Annual Airfare for self

Required language(s):

English

Arabic

Job Type:

Full-time (5 days/week) plus one weekend(1 day only) each month



Please forward your CV to spamfreelink('Customer Service Agent (Native Arabic Speaker)')hr@kcalworld.com