الوصف الوظيفي
Purpose of Role:
Starlink looking for highly Qualified & experienced leader to perform unremarkable service delivery of Customer Care
Context:
Working closely with the all stakeholders in terms of customer service, enhancing customer experience with utmost quick support from after sales support across all communication channels.
Accountability & Responsibilities of Role:
Own Customer care department and responsible for full operation where the Customer care function has Voice calls, Website live chat, Whatsapp Messenger services and Social media apps like Twitter, Instagram and facebook.
Manage the team of customer care locally and remotely
Forecast and Roaster the staff according to volumes and business requirements
Monitor the logs and performance of customer care team
Monitor the customer care agent performances and take proper measures in order to improve the customer experience
Follow up on service tickets raised across other channels in the organization and close the tickets with in the SLAs
Take care of escalated cases in customer care and provide resolution to the customer at the earliest possible
Escalate the cases which customer care cannot resolve, and management needs to involve
Provide weekly reporting on customer care team performance and SLA monitoring to Starlink management
Introduce best case scenarios and optimize the customer care department to provide best customer experience
Optimize the channel to work with multiple clients without affecting the customer experience
Support ICT and Business development teams to capture low-mid range customers to offer customer care as a service
Align with ICT and IT to test and introduce new technologies to the channel
KEY PERFORMANCE INDICATORS
Performance: will be measured based on Monthly Balance Score Card (BSC)
Meet Management expectations in terms of project delivery
KPIs are linked with contractual targets from customers.
المهارات
Network
Strong leadership skills to lead the team and maintain good relationship with the customers
Decision making authority
Should be able to analyse day-to-day performance and propose necessary changes/actions to be made by Management to mitigate the poor service delivery and incur bad customer experience.
Business impact of role
Maintaining excellent customer relationship
Minimize the complaints
Technical & non technical
Solid understanding of customer journey across all sales channels
Strong customer service competency
Technical support capabilities and problem-solving competency
Impressive presentation and negotiation skills
Proven strategic aptitude and ability
Hands-on approach, with a “Can-do” attitude
Other Skills
Capable to work with multi culture/nationalities
Maintain punctuality and professionalism
Creative, innovative mindset and leadership personality
Position Requirement:
Excellent verbal and written communications skills
Strong listening, presentation, and decision-making skills
Must has experience in leading customer service representatives across multiple communication channels
Minimum 5 years of relevant experience
Strong customer service competencies
HR Requirements: (internal and external)
Capable to work with multi culture/nationalities
Maintain punctuality and professionalism
Multilingual preferred
تفاصيل الوظيفة
منطقة الوظيفة الدوحة, قطر
قطاع الشركة البيع بالتجزئة وبالجملة; الاستعانة بالمصادر الخارجية لخدمة العملاء
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 5
منطقة الإقامة قطر
الشهادة بكالوريوس/ دبلوم عالي
https://www.bayt.com/ar/qatar/jobs/team-leader-customer-care-4201337/