Job Title: Senior Customer Service
Location: Amman
Employment Type: Full-time
Job Summary:
The Customer Service Supervisor will be responsible for managing the customer service department, ensuring the delivery of exceptional customer experience, and maintaining high service standards. This role involves leading a team, implementing customer service policies, and overseeing the use of systems to streamline communication and follow-up. The ideal candidate will have a proven track record in food delivery applications or ride-hailing platforms, with strong leadership and problem-solving skills.
Key Responsibilities:
• Oversee daily customer service operations to ensure timely and effective responses to customer inquiries and issues.
• Manage and motivate the customer service team to achieve performance targets and service quality goals.
• Develop, implement, and update customer service policies, procedures, and standards aligned with company objectives.
• Monitor team performance through KPIs and customer feedback, implementing improvements where necessary.
• Train, coach, and mentor team members to enhance skills and service delivery capabilities.
• Coordinate with operations and other departments to resolve customer complaints and service issues.
• Utilize customer service systems and tools to improve workflow, track cases, and ensure follow-up.
• Prepare regular performance and service reports for management review.
Requirements:
• Bachelor’s degree in business administration, Communications, or a related field (preferred).
• 5–7 years of experience in customer service, with at least 2 years in a supervisory or team lead role.
• Proven experience in food delivery applications or ride-hailing platforms
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving abilities with a customer-focused mindset.
• Proficiency in customer service software, CRM tools, and reporting systems.
• Ability to handle high-pressure situations and resolve conflicts effectively.
Skills & Competencies:
• Leadership and team management.
• Customer relationship management.
• Process improvement and performance monitoring.
• Effective communication and conflict resolution.
• Time management and multitasking abilities.
How to Apply
If you’re ready to be part of Jordan’s next big food delivery success story, apply now or send your CV to HR@fastjourneyco.com with the subject line: Senior Customer Service.
