Supervisor Customer Care

4 days ago

Dubai, United Arab Emirates Philip Morris International Full time

Be a part of a revolutionary change

At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products with the power to deliver a smoke-free future. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. If you’re a forecaster and forward-thinker, you can make a huge impact, creating sales strategies across all markets. But, here, your innovation will do more than just improving sales strategies.

As a Supervisor Customer Care - Outbound, you be leading the deployment and execution of the IQOS Customer Outbound/Proactive strategy to deliver a multi-channel service offering and outstanding Customer Service Centre model across multiple GCC markets. Responsible for leading the critical evaluation of the CSC and the strategic development of Customer Care and Service activities implemented through all outbound programs and channels. Other responsibilities include the development and deployment of service quality and data control practices, resolution of consumer issues; the consumer database, customer churn, manage leads and train service staff, play a collaborative role in growing and implementing standards and processes to try and exceed market specific NPS targets, maintain documentation such as process maps, operational records, etc.

Your ‘day to day’
- Project lead and support operational rollout of campaigns (product & brand) in the assigned market, including, but not limited to:

- Implementing and checking outbound campaign flows and adjusting agent CTA's accordingly
- Frontline staff knowledge enhancement (Remote Coaches/Inbound agents)
- Reporting, analyzing, and offering insight/remedial actions to resolve any technical issues in the market that effect day to day operations
- Drive continual process improvement through monitoring, benchmarking and investigation of any dissatisfactions, complaints, CSAT, CES and NPS feedback received through various channels.
- Lead direct reports and virtual teams such as CSC agents, Vendor Project Managers, and day to day functional needs
- Follow up and resolve escalations from customer complaints within SLA in coordination with relevant stakeholders (inclusive of commercial market team, ecommerce, distributors, vendors etc.) to ensure a timely resolution keeping the customer at the heart of the process as all times
- Own any critical local (Talking Points) escalations ensuring all stakeholders are engaged in a timely manner
- Build and maintain relationships with service providers at a local level to ensure Service Level are maintained
- Ensure OB customer care deliverables are with aligned RRP commercial activities at a regional/local level
- Supervise customer support performance at market level and identify areas of improvement acting as the voice of the customer internally for continuous performance improvements
- Run IQOS related campaign SLA's and reporting. Incentive schemes
- Handle the IQOS customer database including customer retention and churn
- Lead and empower the operational team to ensure daily, weekly, monthly KPI's are met.
- Ensure forecast and plans are submitted and aligned with relevant stakeholders to ensure operation continuity per market of responsibility

Who we’re looking for
- You have minimum 5 years of well rounded experience in remote sales within a Call Center including 2 years of supervisor/team leader/manager experience
- Excellent communication skills in Arabic & English both verbal and written
- You have ability to: multi-task in a dynamic environment, establish relationships, solve problems, impact, and influence
- You have consumer centric mindset, outstanding organizational skills, and strong people skills
- Self-motivated, driven with the desire to help

What we offer

Our success depends on the people who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:

- Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.
- Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.
- Pursue your ambitions and develop your skills with a global business - our staggering size and scale provides endless opportunities to progress.
- Take pride in delivering our promise to society: to deliver a smoke-free future.

To join our growing team...

  • Customer Care

    5 months ago

    Dubai, United Arab Emirates LANA LIFE CARE Full time

    A leading home healthcare facility is looking for active, self motivated and flexible individual to join its current Customer Care team. Key responsibilities: - **Customer Support**: - **Issue Resolution**: - **Product Knowledge**: - **Customer Interaction**: - **Documentation**: - **Feedback Collection**: - **Performance...

  • Customer Care Supervisor

    3 months ago

    Dubai, United Arab Emirates Chalhoub Group Full time

    **INSPIRE | EXHILARATE | DELIGHT** For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty,...

  • Auto Care Workshop Supervisor

    4 days ago

    Dubai, United Arab Emirates EXO Exclusive Auto Care Full time

    **Auto Care Workshop Supervisor** **Overview of the Role**: You will manage and lead a team of professionals from Detailing, Bodyshop, Tinting, PPF and Foiling/Wrapping Departments. The role requires coordinating with different departments and distribute the workload to the team to ensure that process is followed, and vehicles are delivered on time in...

  • Nursing Supervisor

    2 weeks ago

    Dubai, United Arab Emirates Right Care Full time

    We are looking for a qualified nursing supervisor to plan and implement our overall nursing policies, procedures, and services for a long-term care facility. Job Duties and Responsibilities: Manage and coordinate nurse schedule Assign patients to nurses Ensure adherence to all relevant nursing standards Maintain quality assurance of nursing documentation...

  • Customer Care Executive

    7 months ago

    Dubai, United Arab Emirates Advanced Care Medical Center Full time

    We are actively seeking **Customer Care Executive** to join our team. **Full job description**: - All queries to be responded to efficiently and informatively, with polite language in English or Hindi. - Strong ability to work on multiple tasks or assignments. - Good communication skills. **Additional Qualifications**: - Basic Computer Knowledge - Highly...

  • Customer Care Agent

    2 weeks ago

    Dubai, United Arab Emirates Kone Full time

    _As the world’s cities grow more complex, people’s need to move easily becomes even more important. Enabling urban flow requires talent and ambition. Together at KONE, we create the new urban reality. Your career is a journey, and how you travel makes a difference.It’s time to make a move. Are you ready to join our flow? The Customer Care Agent is the...

  • Customer Care Agent

    10 hours ago

    Dubai, United Arab Emirates Kone Full time

    As the world’s cities grow more complex, people’s need to move easily becomes even more important. Enabling urban flow requires talent and ambition. Together at KONE, we create the new urban reality. Your career is a journey, and how you travel makes a difference._ It’s time to make a move. Are you ready to join our flow? The Customer Care Agent is...

  • Customer Care Assistant

    2 months ago

    Dubai, United Arab Emirates Emirates Flight Catering Full time

    Reporting to the Customer Care Coordinator the job holder is responsible in assisting in conducting checks, tests & investigation to ensure quality assurance and control of processed linen. **JOB CONTEXT**: Linencraft currently renders its services to over 45 Airline customers, 45 Hospitality customers, operates 13 Emirates laundry outlets and 3 in-house...

  • Assistant Manager

    2 weeks ago

    Dubai, United Arab Emirates TPA Full time

    Job Purpose: The Assistant Manager of customer care reports to the Senior Manager of Customer Care. The Assistant Manager of customer care provides visible and proactive management to maintain effective operations and to promote customer satisfaction. This role maintains daily operational Customer Care activities including supervision of senior supervisors,...

  • Female Customer Care

    7 months ago

    Dubai, United Arab Emirates United Arab Agencies Full time

    **FEMALE CUSTOMER CARE ONLY** **Responsibilities**: - Provide accurate information and assistance to customers regarding product features, pricing, availability, order status, billing inquiries, and general support. - Identify and assess customers' needs to ensure prompt resolution of issues and inquiries. - Escalate complex or unresolved issues to...

  • Assistant(E) Administratif Spécialisé(E)

    1 week ago

    Dubai, United Arab Emirates FRENCHY CUSTOMER CARE Full time

    **Points majeurs avant de postuler**: - L'entreprise travaillant exclusivement pour des clients basés en France, l'organisation du temps de travail est basée sur le calendrier français (du Lundi au Vendredi - repos Samedi/Dimanche - jours fériés français) et sur les horaires de bureaux en France (+2/3 heures de décalage horaire).** **- Frenchy...

  • Customer Care

    9 months ago

    Dubai, United Arab Emirates Obagi Medi Spa LLC Full time

    Join Our Team; We are actively seeking an experienced Customer Care Specialist to become a valuable member of our team. - Previous experience in a customer care role, preferably within Aesthetic clinics. - Demonstrated success in product sales. - Capabilities to respond to customer inquiries through various channels. - Proven problem-solving abilities. -...

  • Assistant Administratif

    7 months ago

    Dubai, United Arab Emirates FRENCHY CUSTOMER CARE Full time

    **Description du poste** **Points majeurs avant de postuler**: - L'entreprise travaillant exclusivement pour des clients basés en France, l'organisation du temps de travail est basée sur le calendrier français ! Du Lundi au Vendredi - repos Samedi/Dimanche - jours fériés français et sur les horaires de bureaux en France (+2/3 heures de décalage...

  • Freelance Assistant Administratif Automobile

    3 months ago

    Dubai, United Arab Emirates FRENCHY CUSTOMER CARE Full time

    **Description du poste** **Points majeurs avant de postuler**: - L'entreprise travaillant exclusivement pour des clients basés en France, l'organisation du temps de travail est basée sur le calendrier français ! Du Lundi au Vendredi - repos Samedi/Dimanche - jours fériés français et sur les horaires de bureaux en France (+2/3 heures de décalage...

  • Responsable Service Clients

    1 week ago

    Dubai, United Arab Emirates FRENCHY CUSTOMER CARE Full time

    Description du poste **Points majeurs avant de postuler**: - L'entreprise travaillant exclusivement pour des clients basés en France, l'organisation du temps de travail est basée sur le calendrier français ! **du Lundi au Vendredi - repos Samedi/Dimanche - jours fériés français et sur les horaires de bureaux en France (+2/3 heures de décalage...

  • Customer Care Agent

    8 months ago

    Dubai, United Arab Emirates Kone Full time

    Certified as a Top Employer for UAE, Qatar, KSA, and Oman; KONE is dedicated to a better world of work and exhibits this through excellent people practices. We are committed to fostering a great work culture and inspiring the highest standards of quality and efficiency from the team putting our people first and creating a workplace that nurtures...

  • Supervisor Customer Care

    4 days ago

    Dubai, United Arab Emirates Philip Morris International Full time

    Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products with the power to deliver a smoke-free future. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter...

  • Customer Care Manager, Gem

    3 months ago

    Dubai, United Arab Emirates Boston Scientific Corporation Full time

    **Work mode**:Hybrid**Onsite Location(s)**:Dubai, AE**Additional Locations**: N/A**Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance** - At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most...

  • Customer Care Agent

    7 days ago

    Dubai, United Arab Emirates Kone Full time

    Certified as a Top Employer for UAE, Qatar, KSA, and Oman; KONE is dedicated to a better world of work and exhibits this through excellent people practices. We are committed to fostering a great work culture and inspiring the highest standards of quality and efficiency from the team putting our people first and creating a workplace that nurtures...

  • Customer Care

    7 months ago

    Dubai, United Arab Emirates Royal Avenue Investments Full time

    Providing introductory information to new customers - Ensuring that customers are satisfied with products or services - Following up with clients or customers to check that they’re still satisfied with any purchases - Letting customers or clients know about additional products or services - Determining the quickest, most effective ways to answer a...