Dubai
Company Info
Small business
1 to 50 Employees
Jameel - جميل
About the job
About the job Customer service Agent [Female ONLY]
Jameel is the UAE’s first local home salon app, connecting users with professional salons and beauty services with the click of a button. Through our app, users can request services from a variety of categories including beauty, massage, and more. launching soon in the UAE.
Job Description – Key Responsibilities:
The Customer Service Agent has a solid technical understanding of how Jameel products and services are utilized by the customer and uses this to resolve issues and propose innovative solutions effectively. Also, you will be the voice of the customer within Jameel and are involved in all customer escalations, working closely with sales and other support team members to organize and manage situations. You will continually assure the value of services across the customer’s organization and jointly define objectives and measures to drive improvements.
Responsibilities
- Managing Customer Support Teams we outsource. You will work with site managers to plan and schedule the workforce and provide a stellar customer experience while driving CS-related business metrics.
- Act as the customer’ Single Point of Contact for Services and Support facilitating conference calls, and meetings and engaging the appropriate resources
- Ensure delivery across the customer’s organization and meet or exceed operational KPIs
- Overseeing the day-to-day performance of the team to ensure that they are achieving the company’s KPIs.
- Keeping informed of industry trends and new CRM technologies.
- Work on the care strategy to optimize the customer experience.
- Prepare reports and analyze customer feedback on services.
- Document processes and technical issues, as well as customer compliments and complaints.
- Build automated and scalable solutions to solve the operational problems to enable cities for faster and leaner execution.
- Proactively identify new avenues of optimization for processes and systems.
- Working closely with the Segment Leads and Sales Team to ensure the operationalization of the plans agreed to achieve targets.
- Maintain accurate records and document operations activities.
- Develop team goals and coordinate with the team to meet them on a steady basis.
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