Asst Manager – Customer Service

15 مارس، 2023

0 0 دقيقة واحدة

الوصف الوظيفي

Asst Manager – Customer Service / Manager – Customer Service

Here’s a snapshot of what your responsibilities would include:

Working with stakeholders and business teams in real-time to track, identify and report on trending issues.
Providing MCI/DED contact support to all customer escalation to government bodies.
Providing customer service to customers over different social media platforms such as Facebook, Twitter, Instagram, and Youtube.
Designing, implementing and monitoring the quality assurance formats and standards.
Designing, approving, and evaluating all training programs, and training materials.
Serving as the subject matter expert for quality monitoring criteria.
Understanding and owning the controllable elements of contact quality & compliance metrics for outsource as well as in-house agents.
Creating operational plans to support peak ramp up and down as well as readiness for business launches from a quality standpoint.
Improving the productivity of the quality team by reviewing ongoing processes, improving deliverables and involving in automations like Machine Learning, Speech Analytics etc.
Acting as the quality representative for business teams to understand the voice of the customer or partner in key process or policy changes.

Excellent ability to solve customer service issues and demonstrate passion for delivering a positive customer experience.
Proven customer support experience or experience as a Client Service Representative.
Customer orientation and ability to adapt/respond to different types of characters.
Excellent verbal and written communication skills in English and Arabic.
Has effective coaching and people development skills.
Proficient in MS Office – Word, Excel, and PowerPoint.
Ability to work under pressure and meet all deadlines.
Proven project and time management skills.
Effective people and team-building proficiencies.
Ability to positively influence the customers as well as the team members.
Familiarity with Freshdesk CRM will be a plus.
Customer orientation and ability to adapt/respond to different types of characters.
Ability to multitask, prioritize, and manage time effectively.

Your Education / Qualification:

Graduate Degree.
Minimum 8-10 years experience in a high paced environment, call center experience or ecommerce operations is preferred.
Excellent communication capabilities, with a good level of empathy and effective listening.