Director of Customer Service

On-site Baghdad, Baghdad Governorate, Iraq Customer Care Full time

Description

● Lead a 24/7 team of customer service representatives, including hiring, scheduling, training, coaching, motivating, providing feedback, and handling customer escalations
● Drive continuous improvement projects through change management across the business; design Support workflows according to ZainCash Company strategic goals aimed at customer excellence and world-class partner experience
● Build out new policies and procedures to support our on-site teams and customers
● Develop a strategy for collecting, analyzing, and improving upon key call center metrics (e.g. Average Handle Time, Customer Satisfaction, and Conversion)
● Recruit & develop staff and the unit to meet KPIs and go beyond the current circumstance to achieve success.
● Participate in the products and service development, testing, and improvement of enterprise and VIP services in coordination with the concerned departments.
● Work with key stakeholders to implement new service strategies across all customer touchpoints.
● Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
● Preparing reports and analyzing customer care data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
● Create initiatives to improve customer experience and care

Requirements

● Excellent leadership skills with a minimum of 5 years in a supervisory position in customer care.
● Excellent customer service and problem-solving skills
● Advanced troubleshooting and multi-tasking skills
● Excellent organizational skills
● Ability to perform under pressure
● Ability to pay close attention to detail
● Enjoy working cross-functionally to identify trends and implement long-term changes
● Creative and Innovative Thinking
● High Energy and Manage Stress