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CRM Team Leader

2 weeks ago

الرياض, Saudi Arabia Morni Full time

Oversee and ensure customer satisfaction by providing timely and satisfactory responses to customer interactions.
- Continuously improve work processes to enhance the effectiveness of customer interactions and optimize team performance.
- Monitor, supervise, and evaluate performance metrics to ensure objectives are met consistently.
- Contribute to sales and marketing plans by providing valuable insights and feedback.
- Manage the resolution of customer complaints by coordinating with the appropriate teams and ensuring timely closure.
- Conduct regular quality checks by listening to recorded and live calls, ensuring compliance with client requirements, scripts, and procedures.
- Oversee the achievement of KPIs related to process objectives, ensuring daily, monthly, and yearly targets are met.
- Collaborate with the quality team to identify areas for improvement and bridge knowledge gaps among team members.
- Handle customer escalations by addressing concerns promptly and working with clients to resolve the issue.
- Manage attendance and absenteeism to maintain service levels and ensure task completion.
- Train and coach team members on product updates, process changes, and best practices.

**Requirements**:

- Bachelor’s degree in Business Administration, Marketing, or a related field (preferred).
- Minimum 3-5 years of experience in customer service, CRM, or a leadership role in a customer-facing environment.
- Proven experience managing and leading teams to achieve performance targets.
- Native Arabic speaker with fluent English (written and spoken).
- Proficient in CRM systems and customer service tools
- Strong ability to lead, motivate, and develop a team.
- Experience in training, coaching, and providing feedback to improve team performance.
- Ability to handle customer escalations and resolve issues effectively.
- Exceptional communication and interpersonal skills with a customer-first mindset.
- Strong problem-solving abilities, focused on customer satisfaction and issue resolution.
- Ability to analyze performance data, identify trends, and recommend corrective actions.
- Experience in tracking KPIs and ensuring team targets are met.
- Excellent time management and organizational skills, with the ability to prioritize and manage multiple tasks.
- Attention to detail and a commitment to quality and accuracy.
- Proactive, adaptable, and able to work in a fast-paced environment.
- Strong work ethic with a focus on achieving both individual and team goals.