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Associate Manager - Customer Care

5.00 to 7.00 Years   Saudi Arabia, Riyadh   04 Nov, 2023
Tameeni
Job LocationSaudi Arabia, Riyadh
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther
Functional AreaNot Mentioned

Job Description

Roles and Responsibilities:

  • As a Customer Care Associate Manager, you will lead and manage a team of Customer care leads and agents; be responsible for the overall direction and key performance indicators of the team
  • Carry out supervisory responsibilities in accordance with Tameenis policies and procedures to meet Service Level Agreements set out. Additional responsibilities include interviewing, training and motivating employees; planning assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
  • Implement and monitor service quality bench-markers and assists in the development of solutions and conceptualise programs aimed at addressing customer issues, concerns, complaints and suggestions with customer centricity at the heart of the decision
  • Continuously review standard operating processes and workflows to identify ways to improve and increase customer satisfaction and operational efficiency
  • Leverage data, reporting and analytics to assess operational effectiveness and communicate results to internal stakeholders and management
  • Help maintain a comprehensive knowledge base library with diverse resources for team members to have at their disposal and to use quickly and effectively to resolve customer issues
  • Work closely with internal stakeholders to support investigation and service recovery process
  • Take ownership and resolve accordingly any urgent or critical service issues escalated by the Customer Care Team

Keyskills :
Conflict Resolution Operational Efficiency data reporting Customer Care

About Company

KBR is proud to work with its customers across the globe to provide technology, value-added services, and long-term operations and maintenance services to ensure consistent delivery with predictable results. At KBR, We Deliver.

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