Summary
Jahez is seeking an Operations Controller Specialist for its Operations department in Riyadh. The role involves handling inbound and outbound calls, resolving complaints from customers, drivers and restaurant representatives, and monitoring orders from start to finish. The specialist will use CRM or call center systems, meet service and quality targets, and communicate with customers with empathy and patience. Shift work and work on holidays are required.
The posting
As published on jahezgroup.com. Pulled from the employer's site and shown as they wrote it.
Jahez is seeking a highly motivated and detail-oriented individual to join our Operations department. As an Operations Controller, you will play a crucial role in ensuring the smooth and efficient operation of our business. In this role, you will be responsible for overseeing and managing all aspects of our operations, including inventory management, logistics, and quality control. You will work closely with cross-functional teams to develop and implement strategies to optimize operational efficiency and drive continuous improvement.
Key Responsibilities:
- Handling a large volume of inbound and outbound calls promptly.
- Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary.
- Identify customer needs, research issues, resolve complaints, and provide solutions.
- Maintain ownership of calls throughout the lifecycle of a caller’s request.
- Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately.
- Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.
- Mentoring all orders during your shift time from end to end
- Solving all customer complaints in all different channels.
- Serving and handling all customer's complaints meaning (drivers, restaurant representatives, and consumers)
- Ability to multitask and manage time effectively.
- Ability to work under pressure in a fast-paced environment.
- Ability to work in different shifts is a must.
- Ability to work on holidays is a must.
- Strong active listening and verbal communication skills
- Proficiency in problem-solving
- Expertise in conflict resolution
- Empathy and patience when dealing with customer inquiries or complaints.
- Proficiency in basic computer applications and the ability to navigate CRM systems or call center software.
If you are a self-motivated individual with a passion for operational excellence, we would love to hear from you. Join our team at Jahez and contribute to our mission of revolutionizing the food delivery industry.