Customer Service Specialist

Tradeling.com is a Dubai government-funded startup, set up in September 2019 and is operated by Blink Technologies FZCO, headquartered at the Dubai Airport Free Zone, UAE. Tradeling.com is intended to become the dominant B2B marketplace for the MENA region by simplifying and enhancing digital B2B trade through a centralized, digital and safe procurement platform. It will offer value added services that will include finance and logistics. Launched in Q1 of 2020, with multiple categories ranging from office supplies, food and beverage, and health and wellness. At Tradeling, we embrace the challenge to innovate on behalf of the customer and we value helping each other to accomplish our goals quickly. Position Overview: If you are an experienced supply chain professional and customer obsessed - you might be a good fit to join Tradeling Supply chain team. This role is based in UAE and will be reporting to Head of Supply Chain. This role involves driving critical customer and delivery experience related decisions in a rapidly growing business with involvement of cross functional teams and senior leadership including CEO/CFO of the organization. The candidate is expected to have exceptional analytical, planning and written/verbal communication skills along with preferred experience in customer service, order management/delivery experience and supply chain excellence. Responsibilities: 1. Team Development o Inspire, manage, and develop a high-performing customer cenrtic team to deliver top-notch support and ensure every interaction drives satisfaction and results. o As needed, be available to support the CX agents in case of issues, escalations to allow them to manage customer queries effectively per defined SLA's. 2. Metrics-Driven Excellence: o Analyze CSAT, social reviews, response/resolution time, and other key performance indicators (KPIs) to identify root cause issues and improvement areas o Lead weekly and monthly delivery experience KPI reviews engaging key stakeholders (Finance, FC, Logistics and Business teams) to enable performance improvement o Support the end-to-end order fulfillment process of retail and marketplace – develop key metrics to measure the success of delivery experience, customer satisfaction and optimize the returns or exceptions from the customers. 3. Continuous improvement mindset: o Lead initiatives to improve customer service team' performance and drive SLA attainment o Use insights and feedback to refine workflows, enhance efficiency, and improve overall customer service o Manage CRM tools (e.g. Freshworks) to streamline operations and resolve challenges. 4. Cross-Functional Collaboration: o Partner with marketing, operations, and inventory teams to deliver seamless customer journeys and align service with sales goals. o Be part of marketplace growth initiative and work with different teams to enhance our customer experience in buying our marketplace selection o Work closely with finance on the monthly reconciliation process Requirements: · 3 – 4 years of experience in Supply Chain/Operations management teams with a focus on Customer Service · Candidate must be independent and flexible, with solid communication skills and a strong customer focus. · Outstanding analytical, problem solving, and organizational skills · Must be detail-oriented, demonstrate ability to self-motivate & take ownership of issue analysis and resolution. · Must have ability to work in cross functional, cross geographical teams and drive decisions. · Candidate must have strong knowledge in Customer Service and overall Supply Chain Operations · Prior experience in ecommerce organizations is highly preferred · Proficiency in CRM tools (e.g. Freshworks), SQL, MS Excel, MS Powerpoint and basic programming skills. · Prior experience in training and refining chatbot models is highly preferred · Proficiency in English is required. Language skills in Hindi, Arabic would be preferred.

Tradeling.com is a Dubai government-funded startup, set up in September 2019 and is operated by Blink Technologies FZCO, headquartered at the Dubai Airport Free Zone, UAE. Tradeling.com is intended to become the dominant B2B marketplace for the MENA region by simplifying and enhancing digital B2B trade through a centralized, digital and safe procurement platform. It will offer value added services that will include finance and logistics. Launched in Q1 of 2020, with multiple categories ranging from office supplies, food and beverage, and health and wellness. At Tradeling, we embrace the challenge to innovate on behalf of the customer and we value helping each other to accomplish our goals quickly.