عربي

الصفحة الرئيسية وظائف في الامارات وظائف Senior Team Leader في الإمارات قائد فريق كبار

Senior Team Lead - Customer Care

Landmark Gulf Group

يعين في أغسطس-أب 12, 2019

3 - 4 سنوات الامارات العربيه المتحدة - الامارات العربيه المتحدة

أي تخرج. أي جنسية

عدد الشواغر01

الوصف الوظيفي

ايميل الوظيفة
تم إرسال البريد الإلكتروني بنجاح.

Job responsibilities
• To handle a team of customer service agents by working on their ROTA, so as to have proper availability at all the time during the specified service time
• The person will have to work out the job responsibilities for each of the team members, and assign jobs as per the work load to them.
• The person has to handle the CRM system for end to end solution and visibility of the customer interactions.
• The person will have to co-ordinate with multiple departments and teams like delivery team, assembly team, service team, store teams, online business teams, buyers, QC etc to give quicker solution to customer grievances.
• He should handle the social media complaints as well as all the complaints received through mails, phones, SMS, and other means and resolve the same within the prescribed TAT.
• He should be able to handle Chats receiving through web site, and ensure abandonment is reduced. Also should be responsible for responding to abandoned chats/calls.
• The person should prioritize the ageing complaints and escalated grievances, and should resolve the same within specified TAT
• He should monitor the performance of his team members and keep giving them on going feedback to improve their performance
• He should plan and execute regular training for the team on existing jobs, as well as new developments for the team members.
• He should also train and induct all new members joining the team.
• He will be responsible for handling all outgoing calls for pending delivery confirmations, customer feedback on the registered complaints, queries from the stores and e-com team, by assigning them through the right team member, and should involve personally whenever there is a need.
• He should handle customer queries receiving through call centre, mails and social media and respond to them within specified TAT.
• He should do regular quality check on the callsmail responseschats and do the necessary improvements.
• He is responsible for preparing and maintaining the management reports and regular MIS required for the role.
• He should work out regular employee engagement program for his team members, and reduce attrition.
Skills
• Must have worked in similar role for leading a team of customer service agents, in service industry
• Should have excellent communication skills for speaking in English/Arabic and other languages(preferably at least 3 languages)
• Good knowledge in written communication in English/Arabic
• Good knowledge of Excel, MS word, Power Point.
• Should have great patience to work in stressful conditions, to have good listening skills, convincing skills and should have problem solving skills.


تجزئة

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الكلمات الرئيسية

Senior Team Lead - Customer Care

ابلاغ عن هذه الوظيفة

تنبيه:نوكري غلف فقط منصّة يجمع بين كل من الباحثين عن عمل و أصحاب العمل. ننصح المتقدمين للوظائف التحقق من شرعية أصحاب العمل المحتملين. نحن لا ندعم أي مطالبات لتحويل الأموال و ننصح بشدة ضد الإفصاح عن اي معلومات شخصية أو مالية.و ننصح أيضا زيارةتحذير أمنيللمزيد من المعلومات. إذا تشك في أي غش أو احتيال اتصل بنا علىabuse@naukrigulf.com

Landmark Gulf Group


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الاسم / التعيين:
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موقع الكتروني https://landmarkgroup.taleo.net/careersection/ex/jobdetail.ftl?job=19091&lang=en


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