Customer Support (Team Lead) will act as a liaison, provide services information, answer questions, and resolve any emerging problems that the customers might face with accuracy and efficiency. The Team Leader will lead the team by providing transparent communication and information & consistently maintaining the customer’s satisfaction.
Roles & Responsibilities:
· To provide support to customers, as well as the team by instructing, mentoring, and training to develop robust departmental systems, policies, and procedures to sustain a high level of service.
· Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement of the department and organizational efficiency.
· Monitor performance and set the key performance indicators (KPIs) for the team.
· Evaluate customer feedback and identify ways to maximize customer satisfaction.
· Draft standard operating procedures for the customer support department and keep a track that it’s being followed by the team.
· Lead by example and foster a continual improvement culture.
· Responding to customer queries in a timely and accurate way, via phone, chat, CRM or Emails.
· Handle calls in a consistently polite, professional, and efficient manner.
· Analyzing and reporting product malfunctions.
· Follow-up on customer inquiries which are not immediately resolved & respond to customer requests and clarify the desired information.
· Take the extra mile to engage and help the customers.
Skills Required:
· Previous supervisory or team leader experience in the same capacity within UAE is mandatory.
· Experience in launching & implementing new CRM’s for efficient working of the team
· Technical competencies: Zendesk, FreshDesk, Salesforce, Zoho,
HubSpot, Sales loft, Pipedrive
· Should possess positive attitude, active listener & attention to details.
· The candidate should be Bilingual (English/Hindi/Urdu/Arabic)
· Candidate should possess time management, problem solving & critical thinking skills.
-------------------------------------------------
Location: DSO/Al Barsha 1
Morning Shift (Preference would be given to female candidates).
Working Day: Monday to Friday (Might have to work over weekends as per the requirement)
Working Hours: 9PM – 6PM
Salary: AED 4,000 – AED 6,000 per month (based on experience/expertise) + Overtime (20 AED per hour)
Visa and other benefits will be according to UAE law.
