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Team Leader - Customer Care

1.00 to 10.00 Years   Doha, Qatar   10 Mar, 2021
Starlink
1 Jobs Openings
Job LocationDoha, Qatar
EducationBachelor's degree / higher diploma
SalaryNot Mentioned
IndustryRetail & Wholesale; Call Centers & Customer Care Outsourcing
Functional AreaNot Mentioned

Job Description

Purpose of Role:??Starlink looking for highly Qualified & experienced leader to perform unremarkable service delivery of Customer Care??Context:Working closely with the all stakeholders in terms of customer service, enhancing customer experience with utmost quick support from after sales support across all communication channels.Accountability & Responsibilities of Role:?

  • Own Customer care department and responsible for full operation where the Customer care function has Voice calls, Website live chat, Whatsapp Messenger services and Social media apps like Twitter, Instagram and facebook.?
  • Manage the team of customer care locally and remotely
  • Forecast and Roaster the staff according to volumes and business requirements?
  • Monitor the logs and performance of customer care team
  • Monitor the customer care agent performances and take proper measures in order to improve the customer experience
  • Follow up on service tickets raised across other channels in the organization and close the tickets with in the SLAs
  • Take care of escalated cases in customer care and provide resolution to the customer at the earliest possible
  • Escalate the cases which customer care cannot resolve, and management needs to involve
  • Provide weekly reporting on customer care team performance and SLA monitoring to Starlink management
  • Introduce best case scenarios and optimize the customer care department to provide best customer experience
  • Optimize the channel to work with multiple clients without affecting the customer experience
  • Support ICT and Business development teams to capture low-mid range customers to offer customer care as a service
  • Align with ICT and IT to test and introduce new technologies to the channel
KEY PERFORMANCE INDICATORS
  • Performance: will be measured based on Monthly Balance Score Card (BSC)
  • Meet Management expectations in terms of project delivery
  • KPIs are linked with contractual targets from customers.

Keyskills :

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