Customer Service Manager

1 week ago


Dubai, Dubai, United Arab Emirates TLC Worldwide Full time

WE ARE HIRING A CUSTOMER SERVICE MANAGER

Are you ready to be part of the leading MarTech solution globally?

TLC is recognized as the top MarTech solution that rewards consumer behavior with unique experiences. With operations in 14 international hubs, the TLC Platform connects millions of consumers with thousands of experience reward venues worldwide. Our foundation is built on decades of proprietary data, ensuring personalized experiences for each individual.

At TLC, we understand that experiences enrich life

We are searching for creative, dedicated, and empathetic individuals to join our team and contribute to our ongoing success journey

Job Summary:

To deliver exceptional customer support services, focusing on all aspects of customer satisfaction and ensuring efficient resolution of customer queries related to TLC campaigns. Manage the Customer Service team.

Key Responsibilities:

  • Understand and enforce campaign terms when interacting with customers
  • Determine optimal location for Customer Services resources for each key project
  • Oversee workflow in the Customer Services team, meeting specified targets and implementing improvements as needed
  • Ensure thorough training for the Customer Services team prior to launching new projects
  • Collaborate with global agents and partners
  • Maintain detailed logs of incoming and outgoing correspondence
  • Ensure team service for each campaign aligns with SLAs
  • Coordinate with other departments, such as product development, Client Services, and sales, for campaign updates and feedback
  • Understand campaign economics and collaborate with relevant departments to manage redemption costs
  • Supervise external parties (call center) and internal team

Reporting and Administrative Tasks:

  • Maintain accurate records of customer information for reporting purposes
  • Create forecasts for resource allocation in campaigns
  • Generate reports on Customer Services and redemption data, keeping them updated

Management Tasks: Recruit staff for campaigns based on allocation forecasts

  • Direct and oversee team members, ensuring objectives are met
  • Review workloads to optimize team efficiency
  • Accountable for quality and accuracy of team output
  • Assess work processes to enhance efficiency
  • Operational responsibilities, including performance reviews, training needs identification, absence monitoring, recruitment, and disciplinary matters in coordination with HR

Skills and Qualifications:

  • Experience in call center and sales-driven environments, handling customer queries via phone promptly and professionally
  • Effective and professional communication internally and externally, upholding TLC's reputation
  • Adaptability to unpredictable environments, managing workloads and sudden task changes effectively
  • Prior team management experience
  • Strong communication, interpersonal, organization, multitasking, time management, and people management skills

Personal Attributes:

  • Highly motivated, eager to learn, enthusiastic, and positive
  • Proactive in suggesting new ideas
  • Adaptable and open to change
  • Team player
  • Commercial mindset
  • Detail-oriented
  • Professional demeanor always

Here's what we offer:

  • Dynamic and collaborative team
  • Creative workspace
  • Career growth and upskilling opportunities
  • Weekly Happy Hour
  • TLC Wellness initiatives
  • Global exposure to clients and team
  • TLC Fun Club and Social Calendar (including pizza deliveries)
  • TLC Gives Back Charity partnerships and offsite activities
  • The Frankies - Our internal awards and staff recognition event

As a people-oriented organization, we recruit based on values, believing that our people shape the unique TLC culture.

At TLC, we strive to establish an inclusive environment free from biases and inequalities.

A place where diversity is cherished and celebrated, ensuring equal opportunities for all individuals to thrive.

If you are ready to contribute to the global success story of TLC, submit your application today.

We are excited to review your application


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