Call Centre Management Expert

5 days ago


Dubai, Dubai, United Arab Emirates Al Fahim Group Full time

We are seeking an experienced Call Centre Management Expert to lead our customer service efforts, focusing on delivering exceptional experiences and driving customer satisfaction. Key responsibilities include managing customer interactions, developing the Call Centre's knowledge base, and overseeing complaint handling processes.

Key Accountabilities:

  1. Develop and maintain the Call Centre's knowledge base, documenting call scenarios, response strategies, and escalation procedures.
  2. Ensure consistency in written customer communication, including emails and faxes, to guarantee high-quality responses.
  3. Manage complaint handling, validating resolution with customers and addressing any issues promptly.
  4. Collaborate with the Direct Marketing Specialist to communicate implemented changes to customers, enhancing satisfaction and loyalty.
  5. Monitor escalation processes, identifying areas for improvement and implementing changes to enhance customer experience.
  6. Lead case management, prioritising and resolving issues efficiently while sharing insights with the marketing department.

Language Requirements:

Arabic - Fluent / Excellent
English - Fluent / Excellent

Driving Requirements:

Own a Car: Any
Have Driving License: Any

Qualifications:

Education:
3 years university degree

Experience:
3 years (plus) as a Call Centre Supervisor or Customer Research Specialist, preferably with experience managing diverse teams.



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