Role Objectives:As a Customer Experience Lead you'll play a pivotal role in shaping the experience of every Breadfast customer. You'll lead and inspire a team of CX Senior Associates & Associates, driving performance, ensuring top-notch service, and fostering a growth-oriented environment.
Roles & Responsibilities:Motivate, mentor, provide constructive feedback, and coach the team, guiding them to success by identifying development needs and providing personalized support Empower the team to handle complex or escalated customer issues confidently, ensuring customer satisfaction Analyze interactions, create reports, and validate complaints to identify areas for improvement within Breadfast's offerings. Communicate them effectively with other teams and follow through for resolution Develop a deep understanding of customer needs and communicate this feedback to drive ongoing product enhancements Manage schedules, overtime, and vacation requests while ensuring team adherence to procedures and high-quality service delivery Evaluate team and individual performance, utilizing KPIs to measure success and identify areas for improvement Proactively seek ways to boost productivity and customer satisfaction, fostering a culture of continuous learning and growth.
Required EDUCATION, KNOWLEDGE, AND SKILLS:Bachelor's Degree in any relevant field2 to 3 years of experience leading a team and have a passion for inspiring and motivating others Excellent written and verbal communication skills in both Arabic and English Experience with CRM systems and embrace technology to enhance operations Thrive in a fast-paced environment with rotational shifts and changing priorities Initiative, accurate, and manage multiple tasks effectively Responsible and have a high sense of ownership and commitment.