Customer Service Team Leader

Seddiqi Holding is a family-owned and managed company with a unique, diversified portfolio of businesses and brands across numerous sectors. The business includes Ahmed Seddiqi & Sons, Seddiqi Properties, Swiss Watch Services, and Mizzen.

We are looking for a Customer Service Team Leader who will be responsible for supervising the day-to-day operations and activities of the customer service team to ensure that customer interactions and complaints are handled according to the company's standards while the load is efficiently balanced among subordinates. This role is also responsible for analyzing trends and recommending resolutions to the line manager to take forward with journey owners.

Key Responsibilities

1. Own escalations of the customer service team to respective BU and Journey owners to ensure acceptable response time so that SLAs are respected with clients.
2. Support on updating the contact center Knowledge Base by documenting call scenarios, corresponding routes, solutions, and escalation levels for all client interactions based on the customer strategy and brand promise to ensure that a branded experience is being delivered to customers.
3. Assist the customer service manager in creating guidelines for all incoming and outgoing written communications with the customers (e.g., emails, phone calls, social media) to ensure a relevant and consistent response to clients with the highest First Call Resolution rate.
4. Monitor the daily load and achieved SLAs across all channels and take dynamic executive reassignment decisions depending on the daily load to meet SLA standards and avoid any unpleasant customer experience.
5. Ensure the team's product knowledge is up-to-date by conducting regular briefings and measure effectiveness using bi-weekly quizzes.
6. Prepare a monthly roster by ensuring full coverage across all days/shifts to ensure customer experience standards are met.
7. Be the first escalation level with extremely difficult customers so the satisfaction of the customers is ensured at all times.
8. Act as a liaison between the customer service team and management, communicating team insights and customer feedback.
9. Collaborate with other departments (e.g., ecom, retail, marketing, logistics) to address customer needs and improve service delivery.
10. Monitor and review weekly/monthly Agent's Productivity Reports to assess performance levels and plan with the customer service assistant manager corrective action by extending support, training, and guidance so that the department objectives and targets are met.
11. Set yearly objectives for the team and provide regular feedback on performance.
12. Coach and train the executives with the needed tools to ensure complete alignment in customer standards.
13. Communicate on a daily basis with the line manager regarding the daily assigned load and on budgeting and system enhancement requirements.
14. Brand and retail management for product-related training and updates for the team.
15. The job holder is responsible for communicating with the customers for complaints being escalated by the executives.
16. Design automation flows/bots for specific types of inquiries expected to land on digital channels, e.g., WhatsApp.

In order to be successful in this role, you should have:

1. 3 years of prior experience in customer service or as a Call Centre Agent.
2. A minimum of 1 year of experience in managing a team.
3. Fluency in spoken and written English and Arabic.
4. Analytical and problem-solving skills.
5. Ability to make quick decisions based on operational alerts.

If you are ready for your next challenge, Apply Now!