Customer Support

• Oversee daily operations of the customer experience team, ensuring high-quality service delivery and customer satisfaction.
• Manage team performance, provide training, support, coaching, and development plans for agents.
• Handle escalated customer issues and incident management, including reporting and detractor validation.
• Analyze service metrics, track KPIs, prepare weekly/monthly business reviews, and deliver daily and monthly reporting.
• Validate raised tickets on Jira and manage performance management processes.
• Manage scheduling: weekly scheduling, scheduling breaks, planned leave requests, and outbound calls.
• Address agent salary issues and cascade KPI attainment across the team.
• Optional social media complaint management and engagement.
• Collaborate with other departments to implement process improvements and enhance overall customer experience.

Customer Experience Team Leader

Customer Support Executive

Customer Experience Agent

Customer Experience Representative

Customer Care Supervisor

Customer Support Agent, Arabic, English