Senior Operations Specialist- Customer Service

Savana

Job Overview
About the Role:
We are seeking a Senior Operations Specialist- Customer Service list to join our team. This role is crucial in supporting the operational needs of the Customer Service (CS) department, focusing on NDR management, logistics communication, dispute resolution, data analytics, and process improvement. The ideal candidate will have strong problem-solving skills, experience in analytics, and a background in e-commerce, courier services
Key Responsibilities:
End-to-end management of the NDR process: monitor results, ensure timely follow-ups, and coordinate with logistics teams for resolution.
Logistics & dispute communication: act as a bridge between customer service, couriers, and other vendors to resolve escalations efficiently.
Data analysis & reporting: prepare and analyze reports related to NDR, CS operations, and performance metrics.
NPS & survey analysis: manage and evaluate customer feedback to identify trends and areas for improvement.
Process improvement: recommend and implement solutions to optimize operations and enhance customer experience.
Cross-team collaboration: work closely with CS agents, logistics teams, and management to drive operational excellence.
Qualifications & Skills:
Bachelor degree in IT, Information Technology , Business Administration or Relevant Field .
2 4 years of experience in operations, analytics, or customer service (preferably in e-commerce, logistics, or courier services).
Must be fluent in Arabic and English Language
Strong analytical skills with proficiency in Excel, Google Sheets, and reporting tools.
Excellent communication and problem-solving abilities.
Ability to work under pressure and manage multiple priorities effectively.
Experience in NDR management, dispute resolution, or logistics coordination is a plus