Customer Experience & Quality Control Team Lead

Responsibilities

• Optimize operations, improve quality, and drive cost reduction initiatives
• Coordinate with different departments to enhance customer-related operational processes
• Prepare and align shift scheduling for customer service agents
• Train and monitor new Customer Service agents
• Solve customer issues including order fulfillment, pricing, stock availability, and returns
• Communicate with drivers and warehouse staff to ensure timely and accurate delivery
• Report urgent and critical service-related matters to management
• Monitor and detect issues throughout the preparation and delivery processes
• Investigate and handle quality-related customer complaints

Requirements

• Bachelor's degree in Business Administration, Marketing, or equivalent
• 3-5 years of relevant experience
• Proficiency in English; French is a plus
• Strong computer, organizational, and time management skills
• Ability to work overnight, weekends, or holidays
• Strong problem-solving and initiative-taking abilities

About the Company

NokNok is a grocery delivery app operating in Lebanon and Ghana, designed to offer a fast and convenient experience through its own warehouses and partnerships with prominent distributors.