JOB DESCRIPTION / ROLE
Description:
About Souq:
Souq.com is the largest ecommerce site in the Arab world. Every month, Souq.com attracts more than 41 million visits to its catalogue of more than 8.5 million unique products in 35 different categories, including consumer electronics, household goods, fashion, watches, perfumes, toys, and baby products.
Established in 2005, Souq.com today operates both as an award-winning retail business and an online marketplace that allows SMEs, merchants, brands and distributors to distribute their products online.
With more than 4,000 employees, We have offices and local operations in UAE, Egypt, Kingdom of Saudi Arabia, and leading Product and Engineering centers in Jordan and India, offering a unique opportunity to join the leading player in an ever growing and exciting industry.
Job Description:
A Customer Service Manager (CS Manager) sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions.
REQUIREMENTS
Basic Qualifications:
- Bachelors Degree
- 2-4 years relevant experience managing more than 150 customer service associates
- Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
- Demonstrated history of improving customer experience / contact interaction
- Strong oral (speaking, listening, interpretation) and written communication skills.
- Ability to be flexible in shift assignments and work areas
- .Able to work in an ambiguous, internet-speed environment.
- Absolute passion for ensuring a great customer experience with every contact.
- Strong technical analysis skills; you are someone who wants to dive into the numbers and seeks to understand
Preferred Qualifications:
- Knowledge of Six Sigma/Lean Processes (is a plus)
- Project Management certification
- Exceptional skills in data manipulation and analysis
- Demonstrated history delivering results in cross functional environments - ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing
- Experience managing other managers
ABOUT THE COMPANY
Amazon.ae, formerly Souq.com, is an English-Arabic language e-commerce platform, owned by Amazon, Inc. It is the largest e-commerce platform in the Arab world. On March 28, 2017, Amazon.com Inc. confirmed it would be acquiring Souq.com for $580 million. On May 1, 2019, Souq.com became known as Amazon.ae.
