Job Description

The Specialist is responsible for overseeing critical order workflows, resolving complex operational issues, and coordinating with team members to ensure seamless performance across all shifts. This role involves advanced problem-solving, strategic task delegation, and proactive collaboration with other departments to drive operational excellence.

1. Order Workflow Management: Monitor and resolve bottlenecks or technical issues in order workflows, ensuring seamless processing and timely resolutions.

2. Team Support: Oversee employees across each shift, ensuring attendance, task ownership, and active engagement. Step in to address delays or inefficiencies and coordinate support when needed.

3. Specialized Task Execution: Handle advanced tasks such as preparing specific order requests, maintaining key operational files, and managing unique or escalated cases to support uninterrupted workflows.

4. Performance Oversight: Assess team performance, provide constructive feedback, and collaborate with the Supervisor to implement strategies for continuous improvement.

5. Operational Reporting: Prepare and submit detailed daily reports to the Supervisor, outlining task completions, challenges, and key updates.

6. Process Optimization: Identify and analyze recurring operational issues, proposing innovative solutions to improve efficiency and minimize disruptions.

7. Shift Transition Management: Coordinate and document shift handovers effectively to ensure continuity of operations and smooth transitions between teams.

Requirements

Job Requirements / Qualifications

• Education: University degree or diploma in a related field is required.
• Years of Experience: Minimum of 3 years in customer service or a related role, with experience handling complex issues and escalations.
• Preferred Industry Experience: Customer Services.
• Technical Skills: Expertise in ticketing systems and customer service software.
• Soft Skills:
• Excellent communication in Arabic and English.
• Strong problem-solving abilities and decision-making skills.
• Ability to work independently and collaborate across departments.
• Strong analytical skills with experience in data analysis.
• Computer Skills:
• Proficiency in Microsoft Office suite.
• Experience with communication tools (e.g., Teams).
• Basic understanding of database management and reporting.
• Language Skills:
• English B1.
• Arabic Native Speaker.
• Mental Abilities:
• Strong attention to detail and accuracy in processing orders.
• Ability to analyze and resolve issues quickly, especially under pressure.
• Excellent problem-solving skills and decision-making ability.
• Strong organizational and time management skills.
• Adaptability to changing processes and business needs.
• Physical Abilities:
• Ability to sit and work at a computer for extended periods.
• Ability to multitask and manage high volumes of work during peak periods.
• Ability to work in different shifts, including evenings, weekends, or holidays if required.
• Ability to handle repetitive tasks with a high level of accuracy.