Job closed
Ref: RP926-01
Job description / Role
We are looking for a strong Arabic- Speaking Customer Experience Lead to join our growing team in tajawal.
Responsibilities of the role include:
- Leading the customer experience team in delivering top quality customer service.
- Understanding and resolving issues as they arise from customer support representatives.
- Monitoring and ensuring a professional, quick and knowledgeable customer response.
- Supervising the customer experience team ensuring maximum availability on the IVR, the CEA, quality of delivery and service level agreement standards;
- Assisting CSE’s with their queries while handling escalated complaints from customers.
- Ensuring CSE meets objectives though regular and effective coaching/quality monitoring as per the prescribed standards.
- Conduct calibration sessions with the Quality Assurance Leader to ensure consistency in coaching.
- Keeping the team up to date with changes and developments of products, services, and procedures.
- Assisting in taking calls and other work related tasks when required. (e.g. Handling calls/emails, assigned projects)
- Preparing and directing team schedules, monitoring CSR attendance, scheduling breaks and shifts as necessary
Our offer:
- A highly motivated international team that strives for excellence
- Amazing working atmosphere and regular team events
- Ownership from day one in a fast-growing company
- A flat hierarchy with direct communication lines
- Company's discount
- Great promotion and career opportunities with a competitive salary
Requirements
- Excellent Arabic speaking and writing skills
- Experience in using travel software’s like Amadeus/Galileo/Sabre etc
- 3+ years of relevant working experience
- 2+ years experience of managing a team
- Be skilled in clear, concise and grammatically correct communication
- Understand the different language styles that appeal to various target markets
- Have excellent interpersonal and communication skills
- Work well in a team and with a range of creative people
- Be able to work under pressure and manage workloads effectively
- Be highly self-motivated and well organised
- Be able to see other people's points of view and take on board feedback
- Have an eye for detail
- Possess good leadership, people and project management skills
About the Company
Parisima specialises in building high performing workforces that improve business performance. Our experience has demonstrated that the most effective organisations view their employees as their most important asset and view Talent Management as a holistic end-to-end complementary process.
Whether it’s a partial or fully outsourced recruitment solution or a focus on a particular area of your talent acquisition cycle, our solutions are tailored to address your specific challenges. We are experts in optimising talent acquisition and resourcing functions to build high performing organisations with high performing individuals.
Through key strategic partnerships, Parisima is the only organisation in the Middle East that specialises in addressing the full employee lifecycle. This includes Hiring (talent acquisition, applicant-tracking systems, assessments for recruitment and development) and Retention (employee engagement surveys, employee recognition and reward programs and executive leadership programs).