We are looking for Customer Service Team Leader to join our Customer Experience team. Reporting to Assistant Customer Service Manager.
The main mission of the role is to combine empathy with problem solving to improve client experience. To do that, the candidate needs to supervise the day-to-day operations and activities of the customer service team to ensure that customer interactions and complaints are handled according to company’s standards while the load is efficiently balanced among subordinates. This role is also responsible for analyzing trends and recommending resolutions to line manager to take forward with journey owners. Primary Business Units to support are Seddiqi properties and Mizzen. Primary customer service channels are: Phone, Website, email, WhatsApp, and Social Media.
Key Accountabilities:
Operational
- Updates the contact center Knowledge Base by documenting call scenarios, corresponding routes, solutions and escalation levels for all client interactions based on the customer strategy and brand promise to ensure that a branded experience is being delivered to customers.
- Owns escalations of the customer service team to respective BU and Journey owners to ensure acceptable response time so that SLAs are respected with clients.
- Ensure Complaints are resolved in the most efficient way to maintain customer satisfaction and company reputation.
- Assist the customer service assistant manager in creating guidelines for all incoming and outgoing written communications with the customers (e.g. emails, phone calls, social media) to ensure a relevant and consistent response to clients with highest First Call Resolution rate.
- Monitors the daily load and achieved SLA's across all channels and take dynamic executives reassignment decisions depending on the daily load, to meet SLA standards and avoid any unpleasant customer experience.
- Monitors the progress and resolution time of complex cases in accordance with agreed upon processes and escalates where needed to line manager to expedite resolutions achieving the brand promise.
- Continuously update own and team’s knowledge by being the point of contact with the BUs on all operational updates, and store visit coordination for product knowledge updates.
- Ensure the team’s product knowledge is up-to-date by conducting regular briefings and measure effectiveness using bi-weekly quizzes.
- Reviews daily performance for each executive against assigned targets to measure performance and take corrective measure via regular coaching to elevate the executive’s productivity.
- Orients new hires on customer service team tasks by creating an on-boarding training plan covering all used technologies, and documents, and SOPs and measure understanding by conducting quizzes at the end of each area covered to identify gaps for re-training.
- Prepare a monthly roster by ensuring full coverage across all days/shifts to ensure customer experience standards are met.
- Analyzes regularly and randomly client interactions with executives against the approved quality guidelines and agreed on % of load, to ensure complete alignment in customer standards and to identify any needed coaching and training for executives’ continuous improvement
- Be the first escalation level with extremely difficult customers so the satisfaction of the customers is ensured at all times.
- Monitors and reviews weekly/monthly Agent’s Productivity Reports to assess performance levels and plans with the customer service assistant manager corrective action by extending support, training and guidance so that the department objectives and targets are met.
- Monitors and reviews weekly/monthly Agent’s Attendance Reports to closely monitor attendance and assess punctuality of executives and alarm when a trend is noticed.
- Set Yearly objectives for the team and provide regular feedback on performance
- Coach and train the executives with the needed tools to ensure complete alignment in customer standards.
- Give special attention and higher frequency quality checks to new hires to have them confident enough in handling client’s enquiries.
Reporting
- SLA on daily and monthly basis
- Load versus available manpower
- Average time to effectively handle complaints and complex enquiries
- % of quality + feedback sessions versus load
- Compliance to promised follow ups by team across channels.
Requirements
- Bachelor Degree or equivalent in market research, statistic, computer science or related field
- 3 to 5 years contact center experience.
- Minimum 1 year experience of managing a team
- Fluency in spoken and written Arabic, English
- Strong command over MS Office