Customer Service Supervisor

Job Description

Customer Service SupervisorLooking for a practical, hands-on role that gives you full business exposure and the opportunity to scale a brand in a new market?We are the leading online platform to book cleaning & household services. Via our App/website customers can easily book home cleaners within 60 seconds.We are venture backed and currently active in more than 200 cities in eleven countries around the globe, where we serve millions of customers.Launched in 2015 in Dubai, we are looking for a passionate and capable Customer Service Supervisor to oversee our business operations in the UAE.As Customer Service Supervisor, you will work across key departments to help develop and manage the relationships with our network of cleaning service providers and customers. This is a hands-on opportunity to build upon your strong track record in call centers, customer service, and sales.Responsibilities:

• Improve customer service experience, create engaged customers and facilitate organic growth
• Identify key areas for improvement in terms of standards of service, current policies and operative model / customer service structure; propose projects and initiatives to tackle areas for improvement
• Propose and implement improvement strategies and operating model changes, leading effective operational improvements inside customer service organisation and managing other interested parties (tech, operations, etc.)
• Ensure company service strategy is executed and SLAs and quality standards are achieved with operational excellence
• Keep accurate records and document customer service actions and discussions
• Take ownership of customers issues and follow problems through to resolution
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Analyse statistics and compile accurate reports
• Provide leadership for the team by inspiring them with the company service vision, setting clear objectives and motivating them to deliver the best level of service
• Recruit, mentor and develop customer service and sales agents and nurture an environment where they can excel through encouragement and empowerment
• Analyse statistics and compile accurate reports
• Act as the final point of escalation for team for customer or IT-related issues
• Manage staffing plan to ensure capacity is met
• Research and implement new tools and systems to monitor agents? performance and make quality assessments (QA)
• Maintain an orderly workflow according to priorities

Requirements

• 3-5 years of proven working experience as a Customer Service Manager, Call Center Manager or Assistant Manager
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Knowledge of performance evaluation and customer service metrics
• Working knowledge of customer service software, databases and tools
• Awareness of industry?s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
• BS degree in Business Administration or related field
• Proficiency in English, Arabic is a plus

In return, we offer you

• A challenging, fast-paced and collaborative environment
• The chance to make this role your own and develop your skills to bring out the successful entrepreneur within!

Join us to build the next success story of the Middle East!Location: Dubai , UAEIf this sounds like you then we?d love to hear from you!Please note that only successful applicants will be contacted.

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