Customer Service Lead (Arabic Speaker)

Customer Satisfaction Executive And Lead

Job Purpose

Main Tasks And Responsibilities

• Provides measurable processes and standards to collect customer feedback and data to assist in developing and implementing customer experience strategies and initiatives in line with operational plans and business objectives.
• Providing regular feedback and 121s to team members using live case studies encouraging consistent and positive customer interactions across all touchpoints ensuring focus on attaining high level of customer satisfaction and innovative ways to meet customer requirements.
• Assist with annual strategy reviews for attaining high customer satisfaction and improving the organization’s relationship with customers.
• Lead initiatives from a customer service standpoint to improve the customer journey.
• Provide guidance and mentorship to direct reports as per company policies and SOPs.
• Evaluate and analyze performance of direct reports to determine key indicators and conduct regular 121s helping to contribute to their development and improvement, ultimately improving performance of own team.
• Develop and maintain relationships with customers with a focus on ensuring their satisfaction with service levels and increasing commercial gains for the company.
• Lead initiatives to increase customer outreach and report on customer satisfaction against key metrics while providing recommendations for service improvements.
• Develop a strong network of contacts across different departments to resolve customer problems and conduct regular business reviews.
• Perform account management activities, such as monitoring business levels, problem resolution to promote customer satisfaction and coordinate efficiently operational cooperation between managers.
• Regularly interact with Commercial, Technical and Operations teams to identify customer pain points and propose solutions towards excellent customer service in line with company objectives.
• Act as the link between operations teams and customers, facilitating timely and successful resolution of all customer issues and queries through the customer service teams.
• Ensure policies related to client management and services are implemented and determine whether systems and processes comply, taking immediate corrective measures where required.

Education Requirements

• Bachelor’s degree in Business Administration or relevant field (Required)
• Relevant certifications (Preferred)

Language Requirements

• English – Fluent (Required)
• Arabic – Working Knowledge (Preferred)

Experience, Knowledge and Skills

• 5+ years of customer service experience

Experience In

• Customer relationship management
• Data collection, analysis, and reporting
• Identifying and mitigating risks
• Communicating across various corporate levels
• Working across multiple functions
• Working with diverse cultural backgrounds
• Team leadership experience is a plus