Customer Experience & Quality Control Team Lead

Company Description

Founded and fully operated by Lebanese individuals since June 2019, we have designed the fastest grocery delivery app in Lebanon & Ghana, noknok, to offer the most convenient experience yet. 
 
Our unique business model is built in a refreshingly innovative way. Unlike other similar apps, we are not an aggregator, which makes a real difference. With our very own warehouses and partnerships with 80+ of the most prominent distributors in the region and world-class suppliers, we offer a wide variety of groceries at supermarket prices, as well as a live inventory that updates the consumer instantly, and what's more than that, we deliver at an incomparable speed to Beirut and its suburbs. 
 
In a nutshell, we deliver a real success story and contribute on a daily basis to making lives of our customers easier.

Job Description

noknok is looking for Customer Experience & Quality Control Shift Lead to join the team.

ROLE AND RESPONSIBILITIES
1. Optimizes operations, improves quality and customer experience, and drives cost reduction initiatives
2. Coordinates properly with the different departments and reports and/or proposes ways to enhance customer related operational processes 
3. Prepares and aligns the scheduling of the shifts of all the customer service agents
4. Reports any hazards or risks in addition to accidents/incidents to the QHSE department while complying to the IMS Policy
5. Controls the quality of service offered to customers by reporting incidents based on wrong practice or procedure; and working with different departments, ensuring quality
6. Trains and follows-up closely on all the CS agents ensuring implementing the appropriate ways to deal with all situations (clients and internal operation) 
7. Submits all CS reports to Top Management
8. Operates as the Customer Experience Manager interim and reports all urgent and critical service-related matters to the manager as they arise.
9. Communicates with all existing and potential customers by covering all channels, such as online chatting, WhatsApp, phone calls, e-mails, and others. 
10. Solves all the customer issues including order fulfillment topics that may relate to pre-sale or post sale activities such as product inquiry, price, stock availability, payment, and order processing, receiving returns, exchange, wrong items, drivers deviating from the correct customer approach or address, etc.
11. Communicates with various noknok parties such as the drivers to ensure a timely delivery to the correct location and the warehouse staff when there are any missing items.
12. Handles filling in the incident reports for all the encountered customer issues.
13. Follows communication procedures, guidelines, and policies while maintaining a professional attitude towards customers.
14. Impacts the company's bottom line by problem solving and turning frustrated clients into repeat customers.
15. Assists with the placement, modifications, and cancellation of orders (with an attempt to persuade customers to reconsider cancellation)
16. Follows and abides by a preset manual to fulfill the right steps of the tasks.
17. Depends on the present rules to financially compensate the customer (when needed) while investigating the source of the problem to identify the responsible parties.
18. Portrays a caring and professional image of the business to the customers.
19. Records actionable insights and data for the business to ensure that the consumers’ voices are heard, and adjustments are made.
20. Ensures that quality issues (e.g., quality deviation, OOS) and quality-related customer complaints are appropriately investigated and handled.
21. Plans, assists, and follows up in bi-weekly fleet and operations meetings.
22. Follow up and coordinates on POS incidents internally and with 3rd party vendors. 
23. Responsible for new Customer Service agents training and monitoring
24. Seeks out and implements operational improvements to maintain, improve quality of service and increase customer satisfaction. 
25. Operates as the Customer Experience Manager interim and reports all urgent and critical service-related matters to the manager as they arise.
26. Alerts the Fleet and Operations departments of any customer request. 
27. Proactively monitor and detect any issues at all points of the preparation and delivery processes.
28. Performs other duties as assigned

IMS ROLES AND RESPONSIBILITIES
1. Reports any hazards or risks in addition to Accidents/Incident to QHSE department
2. Complies to company’s IMS Policy
3. Abides by company’s local legal and client requirements
4. Attends and engages in IMS awareness sessions
5. Ensures that all IMS procedures are regularly followed and raises the issue when they are not

Qualifications

EDUCATION REQUIREMENTS
Bachelor’s degree in business administration, Marketing, or any equivalent degree

QUALIFICATIONS REQUIREMENTS
3-5 years of relevant experience

KNOWLEDGE, SKILLS& ABILITIES
1. English language and French is a plus
2. Computer Skills 
3. Stress and Time Management Skills
4. Organizational skills
5. Business ethics 
6. Problem-solver
7. Initiative taker 
8. Team player 
9. Confidentiality

PHYSICAL EFFORT 
1. Long working hours on laptop 
2. Using the phone for long hours 
3. Job requires working overnight and during weekends or holidays

If you are interested, apply now via email at christelle.waked@noknok-lebanon.co mentioning in the subject line " Customer Experience & Quality Control Shift Lead".

Additional Information