Job Description
Overview
Description:
We are an innovative, new, early-stage technology startup with a unique offering in the online gifts space. We
have funding in place, lofty goals and big plans for our future. This role is ideal for someone who has the right mix
of leadership, passion, energy, experience, business savvy, entrepreneurial spirit and innovative nature.
Candidates must have prior experience with startups and call centers.
Customer Care Representatives will be responsible for ensuring that joi customers have their issues resolved in a
timely manner and have the most pleasant experience possible with joi.
The ideal candidate will have been successful in a similar prior role at a regional call center in the MENA region.
He or she must possess drive and a hunger for success, and the ability to deal with uncertainty while delivering a
delightful customer experience.
Candidates should be highly competent, results-oriented, have exceptional communications skills, a proven track
record of success, and a solid team player. All applicants must be ready to start immediately.
Responsibilities
Customer service over phone, email and chat
Handle requests for taking orders, handle order issues and tracking, address customer needs/requirements
Escalate and work with other teams as and when required
Working on shift schedules and, if necessary, non-normal hours in shift format
Demonstrate performance promoting standards of ethical and professional conduct
Qualifications and Required Skills:
2 years of customer service experience or equivalent
Prior experience with a MENA-based startup preferred
Deep understanding of e-commerce, logistics and order lifecycle
Experience with call center and CRM software and systems (e.g. Zendesk, Zopim, etc.)
Excellent real-time problem-solving and interpersonal skills
Exceptional oral and written communication skills
Attention to detail
Experience making decisions based on a balance between analysis and empathy
Strong organizational skills, along with the ability to prioritize and multi-task
Extraordinary work ethic
Able to quickly grasp concepts/ideas, and thrive in a fast-paced, high-energy environment as a team
player
Aptitude for issue handling, real-time problem solving
Ability to speak clearly and accurately with customers
Naturally kind and affable at all times with customers, even when handling issues/objections
Arabic speaker is preferred
About joi
joi was born out of the belief that we can make the world a happier place, one gift at a time. We set out to create a platform that offers a range of gifts perfectly matching life’s many unique moments and sentiments. With floral arrangements, chocolates, gift baskets, personalized items and more, we have what it takes to put a genuine smile on anyone’s face and turn the experience of gift-giving into memorable occasions for you and those you care about the most. We don’t just hand-deliver gifts – we create “joi moments” that connect, strengthen existing relationships and help you build new ones. You come to us when high on passion, yet low on inspiration and in need of advice, or when the calendar reminds you to “surprise” a loved one, yet fails to tell you “how”. You choose joi as a remedy for the impersonal gifts of this world and task our round-the-clock friendly joi Assistant to help you select the most appropriate gift for those who matter to you the most. With that in mind, we believe the world will be a happier place with a joiful gift for everyone: lovingly chosen, expertly created and timely delivered. Send your loved ones a joi gift and give them the gift of joy.
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