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Customer Service Experience Manager

1 week ago

Riyad Al Khabra, Saudi Arabia Tabby Full time
Job Summary
We are seeking a skilled Customer Service Quality Specialist to join our team in KSA. The ideal candidate will be fluent in Arabic and English, and have a strong understanding of customer service principles and practices as well as cultural nuances of the GCC region.

In this role, you will be responsible for monitoring, evaluating and improving the quality of our customer service interactions to ensure customer satisfaction and retention.

Main Responsibilities:
  • Monitor customer service interactions (voice, chat, emails) to ensure quality standards are met and exceeded.
  • Evaluate customer service performance using quality assurance metrics and provide feedback to agents and supervisors.
  • Develop customised learning plans and coach agents to enhance customer service skills and knowledge.
  • Analyze dissatisfied customer interactions to identify trends and opportunities for improvement.
  • Conduct research to identify best practices in customer service, and suggest continuous improvement practices.
  • Work closely with other team members to ensure a high level of customer satisfaction.