Customer Service Lead

2 weeks ago


Dubai, Dubai, United Arab Emirates RAKBANK Full time

Rakbank's commitment to nurturing a culture of innovation, growth, and excellence has led to a dynamic and challenging role for a Customer Service Lead. The successful candidate will lead a team to deliver exceptional customer experiences, drive business growth, and improve operational efficiency.

Main Responsibilities
  • Examine and assess critical metrics such as call/chat volumes, service levels, and customer feedback to identify areas for improvement.
  • Develop and implement strategies to enhance efficiency, streamline processes, and boost digital adoption across all customer interaction channels.
  • Coaching and mentoring team members to develop their skills and expertise, recognizing potential leaders and elevating team performance.
  • Maintaining effective communication with the team and management, sharing valuable insights and driving progress.

The ideal candidate will be a strategic thinker with strong analytical abilities, excellent interpersonal skills, and the ability to collaborate effectively with the team or work independently in a loosely structured environment.

Requirements
  • A university degree or equivalent qualification.
  • 2 to 4 years' experience in a medium-sized contact center setup.
  • UAE National with a family book.


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