- Lead and resolve complex customer inquiries and issues through various channels, ensuring timely and effective solutions.
- Act as a point of escalation for challenging cases, providing guidance and support to junior team members.
- Monitor and analyze customer feedback to identify trends and recommend process improvements.
- Collaborate with cross-functional teams to ensure seamless order fulfillment and post-sales support.
- Maintain accurate records of customer interactions, transactions, and feedback in the CRM system.
- Develop and deliver training sessions to enhance the skills and knowledge of the customer service team.
- Ensure compliance with company policies, procedures, and quality standards in all customer interactions.
- Assist in the development and implementation of customer service policies and best practices.
- Prepare and present regular reports on customer service metrics and performance to management.
- Foster a positive, customer-focused culture within the team, promoting continuous improvement and excellence.
Minimum of 3 years and up to 8 years of experience in customer service or a related field.Proven track record of handling escalated customer issues and delivering effective solutions.Strong leadership and mentoring abilities, with experience supporting or supervising teams.Excellent verbal and written communication skills in both English and Arabic.Demonstrated ability to work effectively in a fast-paced, office-based environment.Proficiency with CRM systems and customer service software.Exceptional problem-solving and conflict resolution skills.Strong organizational skills and attention to detail.Ability to multitask and prioritize workload efficiently.Customer-centric mindset with a passion for delivering outstanding service.