Supervisor Customer Care - Inbound Jobs in Dubai | PMI Careers

Supervisor Customer Care – Inbound Jobs in Dubai | PMI Careers

1- Supervisor Customer Care – Inbound
Job: Full Time
Location: Dubai, UAE

Description:

As a Supervisor Customer Care – Inbound, you be leading the deployment and execution of the IQOS Customer Service strategy to deliver a multi-channel service offering and outstanding Customer Service Centre model across multiple GCC markets. Responsible for leading the critical evaluation of the CSC on inbound channels and the strategic development of Customer Care and Service activities implemented through all channels.

Job Responsibilities:

• Drive continual process improvement through monitoring, benchmarking and investigation of any dissatisfactions, complaints, CSAT, CES and NPS feedback received through various channels.
• Lead direct reports and virtual teams such as field sales, CSC agents, CCM team knowledge and day to day functional needs
• Own any local Crisis Management (Talking Points) escalations ensuring all stakeholders are engaged in a timely manner
• Build and maintain relationships with service providers at a local level to ensure Service Level are maintained
• Ensure customer care deliverables are with aligned RRP commercial activities at a regional/local level

Job Requirements:

• University degree in any related subject
• Minimum 5 years of well-rounded experience in Customer Service Call Center including 2 years of supervisor/team leader/manager experience
• Excellent communication skills in Arabic & English both verbal and written

For more details, please scroll down & see the details.