Company Description
MNASATI.COM specializes in enabling businesses to quickly establish their e-commerce presence with powerful and secure tools. Our solutions allow customers to create their e-commerce website within 24 hours, accelerating their path to finding new customers and driving sales growth. With a strong focus on efficiency and user-friendly technology, we empower businesses to succeed in the competitive digital landscape.
Role Description
We are seeking a proactive and customer-focused Senior Customer Service Executive to join our team. In this role, you will lead daily customer interactions, ensure service excellence across all support channels, and handle escalations professionally and efficiently. You will also manage and mentor junior team members to maintain high service quality standards and support their professional growth.
Key Responsibilities:
- Manage daily customer support operations across all communication channels (phone, email, chat, social media)
- Lead and supervise the customer service team, ensuring tasks are completed efficiently and accurately
- Provide guidance, mentorship, and support to junior team members to maintain high service standards
- Handle and resolve complex customer inquiries, complaints, and escalations promptly
- Monitor team KPIs and performance metrics to ensure targets are met
- Maintain accurate records of customer interactions within CRM systems
- Collaborate with technical and operations teams to resolve customer issues efficiently
- Identify service improvement opportunities and recommend process enhancements
- Conduct team meetings, training sessions, and performance reviews
- Prepare performance and service quality reports for management
Qualifications & Requirements:
- Bachelor’s degree in Business Administration or related field (preferred)
- 3–5 years of experience in Customer Service, preferably in a senior or supervisory role
- Proven leadership and team management experience
- Excellent verbal and written communication skills (Arabic & English preferred)
- Strong problem-solving and conflict-resolution skills
- Ability to manage high-volume customer interactions efficiently
- Experience with CRM systems and customer support tools
- Proficiency in Microsoft Office
How to Apply:
Interested candidates are invited to send their CV to [Hr@mnasati.com] with the subject line: Senior Customer Service Executive.
