Customer Service Representative

Job Title: Customer Service Representative

Concept: STYLI

Reporting To: Customer Service Manager

Introduction:

STYLI is an e-commerce brand founded in 2019 by Landmark Group, emerging as one of the largest fashion and beauty platforms in the GCC and India. With a strong focus on trendy, affordable fashion and beauty products, STYLI brings over 40,000 styles to men, women, kids, and beauty enthusiasts, offering them the latest global trends delivered directly to their doorsteps.

Our vision is to be the most aspirational value fast fashion and lifestyle destination, delivering seamless service excellence. We aim to create personalized experiences, engaging customers across all touchpoints, and continually expanding our curated selection to meet their evolving need states. STYLI has quickly become a dominant force in the e-commerce fashion space across the GCC - Saudi Arabia, UAE, Bahrain, and Kuwait and in India.

Job Description:

• Delivering exceptional customer experience
• Handle customer interactions via call, email or chat effectively with ownership and empathy
• Provide accurate order, product, and delivery information.
• Follow Styli's quality standards (tone, process, empathy)
• Document all interactions accurately in CRM systems
• Own and drive key CS metrics across channels - CSAT, Quality Assurance Score (QA), Average Handling Time (AHT), First response time (FRT), and First contact resolution (FCR)

Qualification & Experience:

• Bachelor's degree preferred (not mandatory)
• 12 years of experience in Customer Service / E-commerce / Contact Center
• Fluent in English and Arabic (written & spoken)
• Knowledge of CRM tools or helpdesk software preferred
• Willingness to work rotational shifts including weekends or holidays
• Communication Clear, confident, and customer-focused
• Empathy Understands and relates to customer emotions
• Problem Solving Provides logical, fast, and effective solutions
• Teamwork Works collaboratively to achieve common goals
• Adaptability Handles changing workloads and priorities
• Attention to Detail Ensures accuracy in data and communication
• Time Management Handles multiple queries efficiently

At Styli, we are committed to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. As an equal opportunities employer, we celebrate the unique backgrounds, perspectives, and talents of our team members. We believe that a diverseworkforce drives innovation and enhances our ability to serve our customers effectively. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other legally protected status. We are dedicated to creating an environment where everyone has the opportunity to thrive and succeed.