Job Description

Job description

As an Entry-Level Customer Service Representative, you’ll be the first point of contact and the face of Quiqup for our partners and customers. Using tools to handle incoming inquiries, resolve issues, and coordinate logistics with internal teams to ensure a smooth customer experience. Our support function spans multiple areas, from last-mile deliveries and international shipping to fulfillment operations.

Key responsibilities

• Be the face of Quiqup: act as a first point of contact for partners, merchants, shoppers, and riders.
• Provide excellent customer service: respond to requests, complaints, and compliments with empathy and efficiency.
• Save the day: handle and resolve inbound requests, while making outbound calls to support stakeholders.
• Coordinate logistics: serve as a liaison between our partners and internal operations, troubleshooting logistical challenges in real-time.
• Communicate effectively: clearly explain Quiqup’s operations procedures, policies, and service details to all stakeholders.
• Observe and report: track trends, opportunities, and challenges, and share insights with both partners and cross-functional teams.
• Drive innovation: proactively contribute ideas to improve our processes and enhance the overall customer experience.
• Team culture: emphasizes having each other’s backs, acting professionally, and leveraging logistics expertise to find solutions with speed and empathy.

What you will be doing

• Shifts & Schedules: Work 6 days a week on a rotational basis, handling different support channels (chat, email, phone).
• Daily Tasks: Split your time between inbound inquiries, outbound follow-ups, and cross-functional collaborations based on operational needs.
• KPIs & Goals: Strive for speed and accuracy in ticket resolution, maintain high customer satisfaction scores, and meet response-time SLAs.
• Peak Periods: Expect potential overtime during busy seasons (e.g., Black Friday) to handle increased customer and merchant requests.

About you

We’re looking for someone who thrives in a fast-paced, high-growth environment—someone who’s eager to learn and ready to take ownership in a team setting.

Minimum qualifications

• 1+ year in customer service, call center, or related support role
• Bachelor’s degree (preferred)
• Fluency in English and Arabic
• Basic computer skills and the ability to learn new software quickly
• Familiarity with e-commerce or logistics (preferred)

Key soft skills

• Effective written and verbal communication
• Strong organizational and multitasking abilities
• Adaptability, time management, and the ability to work under pressure
• Customer-centric approach with meticulous attention to detail

Company Profile