| Job Location | Qurtubah, Riyadh , Saudi Arabia |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Retail & Wholesale |
| Functional Area | Not Mentioned |
Job Summary :The customer Service Manager is responsible to manage the contact center which is a shared services to the business units. The ideal candidate is responsible for leading a team of trained product experts who provide our customers with a delightful, frictionless experience.Responsibilities :? Managing the contact center (CC) team, you will drive performance, and deliver KPIs, targets and quality standards and, most importantly, ensure customer experience is optimized.? Resolve customer conflicts and handle escalation procedures? Management of the team, providing guidance, performance and coaching.? Manage and monitor the teams KPIs ensuring to use the KPIs to drive performance and highlight those needing support.? Always seek effective ways to provide training and support to your team.? Ensure the team is working to the company values.? Work closely with the development team for close collaboration on topics relating to knowledge, training and quality.? Find opportunities to improve CC operations for the teams.? Imbed CUSTOMER FIRST DNA within CC organization? Work closely with Operations? Head to evaluate & redesign, whenever needed, the Customer experience Journeys across different touch points, in alignment with business stake-holders? Introduce VOC management approach within the organization, reflecting this on all touch points.? Control Contact Center cost.? Manage escalations and work closely with cross-functional teams to ensure proper handling/closures within agreed SLAs.
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