Supervisor Customer Care - Outbound Jobs in Dubai | PMI Careers

Supervisor Customer Care – Outbound Jobs in Dubai | PMI Careers

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

Description:

As a Supervisor Customer Care – Outbound, you be leading the deployment and execution of the IQOS Customer Outbound/Proactive 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 and the strategic development of Customer Care and Service activities implemented through all outbound programs and 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 CSC agents, Vendor Project Managers, and day to day functional needs
• Own any critical local (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

Job Requirements:

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

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