Customer Service Representative

About Styli Marketplace

Styli Marketplace, launched in 2019 by the Landmark Group, has rapidly grown into one of the premier fashion and beauty e-commerce platforms in the GCC and India regions. Offering over 40,000 styles across men's, women's, kids', and beauty categories, the platform delivers trendy and affordable products aligned with global trends directly to customers' doorsteps. Styli envisions becoming the most sought-after fast fashion and lifestyle destination by providing seamless customer service and a personalized shopping journey, continuously expanding its curated collection to adapt to evolving customer needs across Saudi Arabia, UAE, Bahrain, Kuwait, and India.

Role Overview

The Customer Service Representative will play a key role in ensuring outstanding customer experiences by managing inquiries through calls, emails, and chats with empathy and ownership. This position requires accurate communication regarding orders, products, and deliveries while adhering to Styli’s quality standards for tone and process. Maintaining detailed records of all interactions within CRM systems is essential. The representative will also be responsible for improving key customer service metrics such as Customer Satisfaction (CSAT), Quality Assurance Score (QA), Average Handling Time (AHT), First Response Time (FRT), and First Contact Resolution (FCR).

Qualifications and Experience

• Preferably holds a bachelor’s degree, though not mandatory.
• Possesses 1 to 2 years of experience in Customer Service, E-commerce, or Contact Center environments.
• Fluency in both written and spoken English and Arabic is essential.
• Familiarity with CRM tools or helpdesk software is an advantage.
• Availability to work in rotational shifts, including weekends and holidays.

Key Competencies

• Clear and confident communication focused on customer needs.
• Empathy to understand and relate to customers' feelings and concerns.
• Effective problem-solving skills to deliver quick and logical resolutions.
• Collaborative spirit to work well within a team towards common objectives.
• Adaptability to manage varying workloads and shifting priorities.
• Strong attention to detail ensuring precision in data entry and communication.
• Excellent time management to handle multiple customer queries efficiently.

Inclusion and Diversity

Styli is dedicated to cultivating a workplace environment that is inclusive, respectful, and empowering for all employees. As an equal opportunity employer, Styli values diverse backgrounds and perspectives, promoting innovation and enhanced customer service. Discrimination based on legally protected characteristics such as race, color, religion, sex, national origin, age, or disability is strictly prohibited. The company strives to provide every team member with the opportunity to succeed and thrive.