Jeebly | Last-Mile Delivery Services

Key Responsibility Areas | Job Description | Job Requirements

Job Title / Designation

Customer Service Executive

Reporting to

Manager – Customer Service

Department / Business Unit

Growth & Product Strategy



Position Overview

This role caters to outbound and inbound calls from our esteemed customers and clients. The customer service
executives are the first point of contact and will be the face of the company. This role ensures that the queries are
resolved in a timely manner to minimize customer dissatisfaction.

Key Responsibility Areas

Detailed Job Description

Efficient Customer support

  • To ensure customers receive excellent and consistent
    customer service.
  • Ensure service standards and agreements are met and
  • Execute all customer facing transactions in line with customer
    strategy resulting in higher satisfaction and timely delivery of

Meeting the SLAs

  • To ensure that the agreed Service Level Agreements are
    always met, under all circumstances which will further
    strengthen customer loyalty and return.

Complaint Resolution

  • Diffuse situations with dissatisfied customers by appeasing them in the most professional manner.
  • Resolve product or service problems by clarifying the
    customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
  • Manage and address customer complaints and other ongoing and pending issues and escalate issue to appointed point- of- contact / senior staff whenever necessary.

Job Requirements / Desired skillset

  • 2- 3 years of experience in a customer centric role in an international BPO or call centre.
  • Strong team management٫ negotiation and problem-solving skills
  • Excellent organizational skills with attention to detail.
  • Excellent communication skills both verbal and written, in English/ Arabic will be a plus
  • Must be a strong team player, highly motivated and able to work under pressure during peak periods.
  • Ability to review grant and contract documents for terms and conditions.