Representative, Customer Care

Mrsool 3; Riyadh; On-site; SAR 67,000 - 112,000; Full time

Benefits offered by this job

Inclusive environment

Competitive compensation

Training stipend

Autonomy & mentorship

Job summary

Mrsool is seeking a Customer Service Representative to join our team. You will respond to inquiries via phone, email, and live chat, resolve issues, and support customers with app usage and services.

Collaborate with technical, shipping, and marketing teams to ensure smooth operations, track orders, and prepare performance reports. A diploma or bachelor's degree and at least one year in customer service are expected.

Qualifications

• Education: A diploma or bachelor's degree in a related field.
• Experience: At least one year of experience in customer service, preferably in delivery apps or the tech industry.
• Skills: Strong communication skills, proficiency in using computer applications and CRM software.
• Abilities: Ability to work under pressure and multitask efficiently.

Responsibilities

• Respond to inquiries via phone, email, and live chat.
• Handle complaints and resolve issues to ensure customer satisfaction.
• Provide technical support on using the app and services.
• Track order status and address delays or issues during delivery.
• Help customers update account information and make adjustments.
• Guide customers on how to use the app efficiently.
• Work toward service goals and KPIs.
• Coordinate with tech, shipping, and marketing teams to resolve issues.
• Record interactions and prepare regular performance reports.
• Offer ideas to enhance the customer experience.

Skills

Communication skills

CRM proficiency

Computer applications

Education

Diploma or Bachelor's degree

Job description

Who Are We

Step into the world of Mrsool ,where convenience meets innovation! As one of the largest delivery platforms in the Middle East and North Africa (MENA) region, Mrsool has captivated users with its unique and seamless experience, earning it the highest ratings among all major delivery platforms on both Apple's App Store and Google's Play Store.

What sets Mrsool apart is its commitment to providing an unmatched "order anything from anywhere" experience. Using Generative AI, we analyze customer instructions in real-time and search across 100,000+ restaurants and stores to find exactly what they need. Our cutting-edge technology, combined with a vast fleet of dedicated on-demand couriers, ensures fast and reliable delivery no matter how far or remote the location may be.

But don’t just take our word for it Mrsool is consistently rated among the highest of all major delivery platforms, earning top reviews on both the Apple App Store and Google Play Store. Our commitment to a flawless, personalized experience has earned the trust of millions across the region, making Mrsool the go-to delivery app for a generation that demands both convenience and excellence.

Whether it's a late-night craving, a forgotten item, or a special gift for a loved one, Mrsool is here to deliver, quite literally. We take pride in the convenience we offer, empowering you to get what you need when you need it, all at the tap of a button.

The Job in a Nutshell

Customer Service Representative with expertise in customer support and problem-solving to join our team. As a Customer Service Representative, you will play a vital role in delivering excellent customer experiences, by managing customer inquiries and resolving issues efficiently. You will collaborate closely with cross-functional teams to ensure smooth operations and customer satisfaction. This position offers an opportunity to make a significant impact and contribute to the growth and success of the organization.

What YouWill Do

• Respond to Inquiries: Answer customer inquiries related to the app and services through phone, email, and live chat.
• Problem Solving: Handle complaints and issues customers face, working to find effective and timely solutions to ensure customer satisfaction.
• Provide Support: Assist customers with technical support on using the app and making the most of available services.
• Order Follow-up: Track the status of orders and address any delays or issues during the delivery process.
• Account Management: Help customers update their account information or make necessary adjustments.
• Customer Guidance: Provide customers with guidance on how to use the app efficiently.
• Achieve Service Goals: Work towards meeting performance objectives such as response time, customer satisfaction levels, and key performance indicators (KPIs).
• Collaboration with Other Teams: Coordinate with the technical, shipping, and marketing teams to resolve any app or delivery-related issues.
• Prepare Performance Reports: Record and document customer interactions and create regular reports on recurring issues or improvement suggestions.
• Enhance Customer Experience: Provide suggestions for service improvements and contribute innovative ideas to enhance the user experience.

What Are We Looking For

Qualifications:

• Education: A diploma or bachelor's degree in a related field.
• Experience: At least one year of experience in customer service, preferably in delivery apps or the tech industry.
• Skills:
• Strong communication skills, both verbal and written.
• Proficiency in using computer applications and CRM software.
• Abilities:
• Ability to work under pressure and resolve issues quickly and efficiently.
• Strong multitasking abilities with the capability to handle multiple inquiries at the same time.

Benefits

• Inclusive and Diverse Environment: We foster an inclusive and diverse workplace that values innovation and provides flexibility.
• Competitive Compensation: Our compensation packages are competitive and include potential share options. Additionally, you will benefit from a performance-based commission/ incentive structure, rewarding your achievements.
• Personal Growth and Development: We are committed to your professional development, offering regular training and an annual learning stipend to help you advance your career in a fast-paced, dynamic environment.
• Autonomy and Mentorship: You’ll enjoy a degree of autonomy in your role, supported by mentorship and ambitious goals that drive both your personal success and the company's growth.

Working Hours: 5 days a week, 8 working hours and 1 hour lunch break.