Head of Customer Service

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 the Head of Customer Service at Jeeny, you will spearhead our vision for exceptional customer service standards. You will be responsible for crafting and executing customer service strategies to drive departmental performance and ensure a seamless consumer experience. This role requires a strong focus on people management, performance enhancement, and fostering a consumer-centric culture.

Key Responsibilities:

• Develop and implement strategies to enhance overall customer experience and loyalty
• Lead and mentor the customer service team to achieve departmental goals
• Oversee daily operations, including handling inquiries and resolving escalated issues
• Analyze customer feedback and data to identify trends and areas for improvement
• Collaborate with cross-functional teams to align customer service goals with business objectives
• Establish and enforce customer service policies and standards
• Monitor performance metrics and implement corrective actions as necessary
• Stay abreast of industry trends and recommend innovative solutions
• Lead digitization and automation projects to enhance customer satisfaction
  
  

Requirements

• 5-7 years of experience in a customer service managerial role
• Proficiency in both written and spoken Arabic and English
• Strong data analytics skills
• Advanced proficiency in Microsoft Office suite
• Excellent communication and project management skills
• Ability to collaborate effectively across functions
  
  

Benefits

• 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
• Monthly codes to commute freely
• Accommodation and transportation allowance