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Customer Support Manager

3 months ago

Dubai, Dubai, United Arab Emirates Quadrabay Verification Services Full time

Accountabilities:

  • Develop and continuously enhance the department policies, procedures and processes.
  • Provide a 360 world class customer service strategy with clear and concise KPI's
  • Improve customer service experience, create engaged customers and facilitate traffic and growth.
  • Manage and efficiently utilize the customer service CRM to achieve customer satisfaction.
  • Work closely with the commercial team to implement cross selling activities to increase traffic and conversion.
  • Create goals for the daily operations of the call center.
  • Increase resource productivity, carry out efficient resource planning (people, technology etc.)
  • Compile and evaluate call center data (sales rates, costs, customer service metrics etc.)
  • Employ, mentor, and train staff to uphold worldclass standards of customer service.
  • Monitor and make improvements to ordering, phone handling, and other processes.
  • Utilize essential measures to assess performance (accuracy, callwaiting time etc.)
  • Generate reports for various divisions and higher management.
  • Provide guidance and support to company on
- and off-site customer service agents (CSRs); ensuring high-quality delivery of customer support

  • Ensuring that the company database is updated and accurate in accordance with company standards.

Requirements:

years relevant experience in Contact Center Environment, minimum 2-3 years in a leadership role.

  • Preferable experience with CRM, autodials, and text/SMS messaging
  • Strong customer service track record in account management from large companies
  • Capability of multitasking, problemsolving, and handson labor for your team, ongoing coaching and performance assessments
  • Strong communication skills, both in writing and speaking
  • Excellent planning and detailoriented abilities
  • Bachelor's Degree from a distinct university
  • Bilingual: English & Arabic

Salary:
Up to AED10,000.00 per month

Education:

  • Bachelor's (required)

Experience:

Contact Center Environment: 5 years (required)

Language:

  • Arabic (required)
Application Deadline: 28/02/2023