Purpose of the Position
Responsible to make sure that the needs of customers are being met or exceeded. The aim is to provide and promote excellent customer service throughout the department. Manage the customer experience team, making sure that service standards are being met and problems are resolved.
Key Responsibilities & Duties
- Develops strategies to promote team member adherence to company regulations and performance goals
- Monitoring call quality to ensure that customers are receiving high-quality service
- Managing a team of customer service representatives who are answering questions or resolving issues for customers
- Coordinating with other departments to ensure that all aspects of customer service
- are being met
- Maintaining contact with clients to schedule appointments, answer questions, and provide updates on progress
- Conducts team meetings to update members on best practices and continuing expectations
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
- Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
- Represent department as needed at meetings
- Continuously monitor the performance of the team, and create development plans for each member
- Investigate and resolve customer complaints and queries – particularly the escalated ones
- Oversee day to day performance and workflow, ensuring targets are met
- Support team members by answering questions and providing knowledge or solutions.
Skills & Requirements
- Minimum 3 years’ experience as a leader in a customer service field.
- Bachelor’s Degree in related field
- Exceptional attention to detail.
- A proactive attitude, and a motivated learner who can work independently
- A highly organised, flexible personality with great attention to detail
- Native Kurdish and excellent in Arabic and English.
- Excellent communication skills.
