Website Alarabiya Electrical Company
Customer Service ManagerAlarabiya Electrical Company
Job Description
The Customer Service Manager manages the contact centre and shared service for 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 centre (CC) team, you will drive performance, deliver KPIs, targets and quality standards and, most importantly, ensure the customer experience is optimized.
- Resolve customer conflicts and handle escalation procedures
- Management of the team, providing guidance, performance and coaching.
- Manage and monitor the team’s KPI ensuring to use of the KPIs to drive performance and highlight those needing support.
- Always seek effective ways to provide training and support to your team.
- Control Contact Center cost.
- Manage escalations and work closely with cross-functional teams to ensure proper handling/closures within agreed SLAs.
Skills
Qualifications:
- Excellent written and verbal communication skills
- Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
- Oral and written communication skills in Arabic and English
- able to analyze and improve organizational processes and work to improve quality, productivity and efficiency.
- Excellent customer service skills and the ability to moderate online and offline conversations
- Kuwait resident
- Minimum 3 years experience in customer support units
Job Details
- Job Location: Al Kuwait, Kuwait
- Company Industry: Retail & Wholesale; Electrical Engineering; Business Support Services
- Company Type: Employer (Private Sector)
- Job Role: Customer Service and Call Center
- Employment Type: Full-Time Employee
- Monthly Salary Range: Unspecified
- Number of Vacancies: 1
Preferred Candidate
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