Job Overview

The Customer Service Leader for the Middle East region is responsible for overseeing and managing the customer service operations across multiple countries within the region. The role ensuring high-quality service delivery, fostering positive customer experiences, and ensuring that the company meets its regional customer service objectives. The Customer Service Leader will work closely with cross-functional teams and senior management to implement regional customer service strategies, optimize processes, and drive improvements in customer satisfaction.

Key Responsibilities

• Customer Service Excellence:
• Ensure the delivery of outstanding customer service by leading efforts to address customer inquiries, resolve complaints, and improve satisfaction across the Middle East region.
• Monitor customer interactions across different communication channels (e.g., phone, email, live chat, social media) and ensure adherence to company service level agreements (SLAs).
• Address escalated customer issues or complaints and resolve them promptly, ensuring customer satisfaction and loyalty.
• Operational Management:
• Develop and implement customer service strategies tailored to the specific needs of the Middle Eastern market, taking into account cultural differences and local customer expectations.
• Identify and implement improvements in service delivery to increase efficiency, reduce response times, and improve the overall customer experience.
• Oversee daily customer service operations, ensuring that all customer interactions are managed effectively and efficiently.
• Collaborate with other departments (such as sales, logistics, and product teams) to ensure smooth customer service operations.
• Performance Metrics & Reporting:
• Establish and track key performance indicators (KPIs) for customer service performance, including customer satisfaction scores (CSAT), first response time, resolution time, and customer retention.
• Analyze service trends and provide regular reports on team performance, customer feedback, and operational efficiency to senior management.
• Use customer service data to identify areas of improvement and recommend actions to enhance team productivity and service quality.
• Customer Insights & Feedback:
• Gather customer feedback through surveys, follow-up calls, and direct interactions to understand customer needs, preferences, and pain points.
• Use customer insights to suggest product or service improvements and enhance the customer experience across the region.
• Implement systems to track and measure customer feedback and satisfaction.
• Regional Coordination:
• Act as the main point of contact for customer service issues across the Middle East region, ensuring consistency and high standards of service.
• Ensure that customer service processes align with regional business objectives, local laws, and regulations.
• Coordinate with regional teams to address specific cultural or market nuances that may affect customer interactions or service delivery.