Job Description
Branch: Head Office
Start date: Immediately.
Expiry date for applications: 1st February, 2022 (Close of business)
Working hours: Daily 8h00 till 17h00 or as required to fulfill one’s responsibilities.
Description:
- Responsible for setting the customer service department strategy in alignment with the company objectives.
- Responsible for directing the customer service department including the quality assurance section.
- Responsible for working to optimize operations, improve quality, customer experience and drive cost reduction initiatives.
- Responsible for ensuring that all customer issues are being handled and solved in the most professional manner.
- Responsible for training and following-up closely on all the CS agents ensuring implementing the appropriate ways to deal with all situations (clients and internal operation).
- Responsible for grasping completely all the customer related operational processes to be able to coordinate properly with the different departments and report and/or propose ways to enhance.
- Responsible for setting communication procedures, guidelines, and policies and makes sure they are always being implemented and maintained.
- Responsible for researching and identifying the new and most efficient customer service trends, in addition to software and/or platforms upscaling the know-how.
- Responsible for developing and guiding a customer service department that is of top- notch standards.
- Responsible for retaining customers through the direct channels of customer service.
- Responsible for setting and modifying the rules of the Company’s CS manual/Policy in a way that would meet customer and business needs.
- Responsible for participating in the recruitment and back-up planning of potential customer service agents.
- Responsible for preparing and aligning the scheduling of the shifts of all the customer service agents.
- Responsible for coordinating with the operations and commercial team to bring light to different customer service issues.
- Responsible for developing and implementing a strategy to attract and retain customers.
- Responsible for any other task that the supervisor may assign.
Required Skills or Experience
- Bachelor’s Degree in Business Administration or equivalent
- Six-Sigma certification (an added advantage)
- 8 to 12 years of experience
- Experience in the digital industry is a plus. (Preferably in eCommerce businesses, or digital-led start-ups).
- Experience in implementing and utilizing service-related software solutions (e.g., Ticketing system, CRM, Online Chat, Call Center etc.)
- Strong communication and organization skills.MS/Office Platforms
- Problem solving skills
- Process-oriented, analytical, and tech-savvy
- Ability to lead and work in a fast-paced environment.
- Knowledge of six-sigma
How To Apply
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