Assistant Customer Service Manager
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الوصف الوظيفي The customer Service Manager is responsible to manage the contact center which is a shared services to the business units. The ideal candidate is responsible for leading a team of trained product experts who provide our customers with a delightful, frictionless experience. Responsibilities : ● Managing the contact center (CC) team, you will drive performance, and deliver KPI’s, targets and quality standards and, most importantly, ensure customer experience is optimized. ● Resolve customer conflicts and handle escalation procedures ● Management of the team, providing guidance, performance and coaching. ● Manage and monitor the teams KPI’s ensuring to use the KPI’s to drive performance and highlight those needing support. ● Always seek effective ways to provide training and support to your team. ● Ensure the team is working to the company values. ● Work closely with the development team for close collaboration on topics relating to knowledge, training and quality. ● Find opportunities to improve CC operations for the teams. ● Imbed CUSTOMER FIRST DNA within CC organization ● Work closely with Operations’ Head to evaluate & redesign, whenever needed, the Customer experience Journeys across different touch points, in alignment with business stake-holders ● Introduce VOC management approach within the organization, reflecting this on all touch points. ● Control Contact Center cost. ● Manage escalations and work closely with cross-functional teams to ensure proper handling/closures within agreed SLAs. المهارات Qualifications Bachelor’s degree or equivalent experience تفاصيل الوظيفة https://www.bayt.com/ar/saudi-arabia/jobs/assistant-customer-service-manager-4468849/ |
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