Customer Operations Manager

About Jeeny:

Jeeny is a mobile application that eases daily commuting and transportation. By connecting you with your preferred mode of transportation, we are fulfilling our aim of making mobility accessible, affordable, and flexible for all.

We are a joint venture between MEIG (Middle East Internet Group), Rocket Internet, and IMENA. Jeeny was established in 2014 as Easy Taxi. However, in 2016, it was revamped as Jeeny to cater to other services. Currently, we are operational in Saudi Arabia and Jordan.

We have offices in Riyadh, Jeddah, Madinah, Dammam, Khobar, Amman, Lahore, and Karachi.

About the Role:

As a Customer Operations Manager, you will be responsible for overseeing the daily operations of our customer operations department. You will lead a team of customer operations representatives to ensure all customers receive excellent support throughout their interactions with Jeeny. Your focus will be on improving service quality and driving performance while ensuring a positive customer experience.

Key Responsibilities:

• Team Leadership:
  - Supervise, mentor, and motivate a team of customer service representatives to achieve performance targets.
  - Foster a positive and collaborative work environment.
• Customer Support Operations:
  - Ensure efficient resolution of customer inquiries and complaints while maintaining high satisfaction levels.
  - Monitor and maintain service quality and response time standards.
• Data Analysis and Reporting:
  - Use advanced Excel skills to track, analyze, and present performance metrics.
  - Identify trends and recommend actionable strategies for process improvement.
• Performance Management:
  -Set clear performance goals for team members and provide regular feedback.
  -Conduct training sessions and performance reviews to develop team skills and productivity.
• Resource Planning:
  - Schedule shifts, including public holidays, to ensure adequate coverage during peak hours.
  - Manage workload distribution and resolve resource-related issues promptly.
• Collaboration:
  - Liaise with other departments to escalate and resolve customer issues effectively.
  - Provide input on strategies to improve the overall customer experience.
  

• Experience:
  - A minimum of 7 years in customer service, with at least 2 years in a managerial or supervisory role.
• Technical Skills:
  - Proficient in Microsoft Excel, with the ability to perform complex calculations, create reports, and analyze large datasets.
  - Familiarity with CRM tools and customer service platforms is a plus.
• Leadership:
  - Strong team management and motivational skills.
  - Proven track record of achieving team performance goals.
• Flexibility:
  - Willingness to work on public holidays and adapt to varying work schedules.
• Soft Skills:
  - Excellent communication and interpersonal skills.
  - Strong problem-solving abilities and a customer-centric mindset.

• Market competitive salary. 
• An opportunity to collaborate with talented individuals while learning, growing, and expanding your skill set.
• An environment that encourages you to take ownership and produce excellent outcomes every day.
• Health benefits and life insurance.
• Hybrid work model.
• Flexible working hours.