Customer Service Specialist

Essential

Bachelors degree or relevant qualification

EXPERIENCE

3 Years of Customer Services or Service Desk Experience

Experience in delivery of customer service

Experience in the scheduling of work

TECHNICAL COMPETENCIES

Bilingual language (written and verbal) in Arabic and English

Advanced Excel skills

PRINCIPAL ACCOUNTABILITIES

Be responsible for managing all operational aspects of a team of staff involved in the delivery of front-end or contact center customer service, including customer service agents & work schedules.

Lead and motivate the team through formal and informal communications to achieve team and individual performance metrics. This will involve continual monitoring of the teams performance and identifying training & development needs through performance gaps.

Manage attendance to ensure targets are met ensuring that there is sufficient staff to meet call forecasts and achieve defined service levels.

Ensure staff adherence to breaks, shift start and finish times.

Provide coaching & ongoing support to individual team members, to achieve quality measures for customer communications.

Support the development of successful behaviors and skills within the team through constructive and timely feedback, one to one meeting and use of Individual Development Plans.

Act as a role model for championing customer needs, building a culture of commitment to the customer within the team. This will involve escalating feedback from customers and clerks regarding service issues to facilitate an environment of continuous improvement and customer service excellence.

Ensure the teams understanding and compliance with systems and processes to consistently manage customer contacts through to appropriate resolution.

Create a positive working environment by implementing initiatives to increase motivation, morale and performance leading to increased productivity, employee retention and reduced absenteeism.

Ensure customers are communicated to and attended to in the correct way in-line with the organizations vision and that escalation of service failures occur where appropriate to the benefit of the customers experience.

Create a two-way flow of communication within the team to ensure that relevant information is passed to the team effectively from management and that the teams have an opportunity to give feedback.

Receive escalated calls and make outgoing calls to customers when required to facilitate appropriate responses to all complaints, ensuring issues are progressed and closed satisfactorily.

Provide accurate data and reporting from Customer Management System to ensure end-to-end customer journeys and management data that can be used for Customer Service improvements

Promote first-class customer service within team and be involved in the roll-out of customer service improvements and initiatives throughout the Customer Services Team

Be an effective communicator of change, for example, in Client customer polices processes and services, delivering the information in an effective and timely manner to ensure the team are kept fully informed and adapt positively to changes.

Conduct HR staff investigation and disciplinary meetings as required to ensure any performance issues are addressed immediately.

Undertake duties of a general nature, or additional tasks, as may be required from time to time by their Contact Centre Manager.