Team Leader- Customer Service

1 month ago

Dubai, United Arab Emirates Virtua Advanced Solution Full time

**Company Description**

Trans Skills is a trusted advisor to many of the Middle East’s most respected organizations and a leading Human Resources Services Firm with an International Network active in 55 countries. Our clients range from the largest corporations to emerging growth companies and government bodies. We work at the highest levels of leadership to create tangible and enduring business impact.

Our core services include:

- Multi-country Payroll Outsource covering META
- Multi-country Single SaaS Platform
- Executive Search and Specialized Recruitment Services
- Manpower Outsourcing (EOR/PEO)
- HR Digital Transformation
- Psychometric Assessment, Gamified Learning, Coaching and Performance Management

Coordinate with the supervisors of other department/agency to ensure the

communication efficiency and following on cases

Supervise the administrative affairs in the section of Case follow up and

resolution team

Support the Section Manager regarding projects related to improving case

logging, tracking and resolution quality

Conduct sample testing of cases resolved by team to ensure adherence to

standards. Share monthly report with management

Prepare and share reports on case logging quality issues with call centre

team

Prepare and share reports on noncompliance to case extension, grievance

and escalation policy by the agencies and departments

Prepare daily staff productivity and case aging reports and analysis

Make sure that each case is closed in accordance to the SOP and Standards

manuals defined by client

Study and suggest improvement plans to reduce number of cases logged

and potential First call resolution opportunities

Study and implement automation of all actions and processes related to

case resolution in coordination with the CRM team

Engage others and drive the performance towards excellence in order to

increase the level of customer satisfaction when it comes to solving

complaints and addressing customer needs.

Manage the rewarding of department/agency complaints and suggestions

coordinators.

Act as a liaison between the section and the departments/agency and

ensure the communication efficiency in receiving, understanding,

investigating and solving customer complaints and considering their

suggestions implementation.

Ensure that the coordinators are sending the complaints relating to all

departments and address with the relevant department/agency complaints

officer within the agency;

Answer customer inquiries and provide information on services and timings

and locations where customers can obtain services whenever needed.

Follow up the coordinators & support officers they ensure all cases are

directed to the concerned customer complaints officer in each

agency/department according to service responsibility as detailed in the

electronic system.

Supervise the support officers to identify training needs and train internal

coordinators, officers, managers on the complaints and suggestions

systems as and when required to ensure performance standards.

**Qualifications**
Bachelor degree in any discipline from a recognized university.

Minimum 3 years experience in similar post.

Fluent in English and Arabic (reading, writing, and speaking);
Excellent interpersonal and communication skills;
Excellent problem solving and conflict handling skills;
Computer literacy (MS Office tools).

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