Customer Service Manager

Key Responsibilities:

1. Train, mentor, and manage a high-performing customer service team
2. Set clear performance expectations and monitor individual and team performance
3. Provide ongoing training and development programs to enhance team skills
4. Foster a positive and motivating work environment aligned with company values
5. Develop and implement strategies to enhance customer satisfaction and loyalty
6. Analyze customer feedback and trends to identify areas for service improvements
7. Handle complex customer issues and complaints with professionalism and efficiency
8. Monitor key performance indicators (KPIs) to assess customer service success
9. Oversee daily customer support operations, including call centers, live chat, email support, and social media engagement
10. Streamline and optimize customer service processes for increased efficiency
11. Implement innovative tools and technologies to enhance the customer support experience
12. Ensure adherence to service level agreements (SLAs) and quality standards
13. Collaborate with other departments to ensure seamless customer experiences
14. Identify and resolve customer issues and system malfunctions through data analysis
15. Develop and implement solutions to prevent recurring customer concerns
16. Serve as the voice of the customer within the organization, influencing service improvements across teams

Job Requirements:

1. Proven experience in customer service management, preferably in a fast-paced environment
2. Strong leadership and interpersonal skills with the ability to inspire teams
3. Excellent written and spoken English; Arabic is a plus
4. Exceptional communication, problem-solving, and conflict resolution abilities
5. Proficiency in CRM software and customer service tools
6. Ability to thrive in high-pressure situations while maintaining a positive attitude
7. Strong analytical and decision-making skills to improve service performance
8. Passion for delivering outstanding customer experiences and driving service excellence