Customer Services Head
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Job Summary
Lead and develop a team of agents (chat-only calls).
Monitor SLAs response quality and customer satisfaction KPIs.
Design and implement SOPs scripts and support documentation.
Analyze customer data to improve service efficiency and satisfaction.
Own shift schedules workforce planning and productivity tracking.
Report support performance metrics to senior leadership.
Champion a customer-first culture across the team.
3 5 years experience in a customer service leadership role.
Prior management of chat-based and voice-based teams.
Experience in Gulf countries and/or offshore customer support.
Familiarity with tools such as Zoho Desk Zendesk Freshdesk etc.
Fluency in English and Arabic is required.
Strong coaching mentoring and feedback skills.
Customer-obsessed detail-oriented and performance-driven.
Can operate in high-growth fast-paced environments.
Excellent written and verbal communication.
Strong analytical and decision-making skills.
Preferred Attributes: - Strong coaching, mentoring, and feedback skills. - Customer-obsessed, detail-oriented, and performance-driven. - Can operate in high-growth, fast-paced environments. - Excellent written and verbal communication. - Strong analytical and decision-making skills.
Education
Qualifications & Experience: - 3 5 years of experience in a customer service leadership role - Prior management of chat-based and voice-based teams - Experience in Gulf countries and/or offshore customer support - Familiarity with tools such as Zoho Desk, Zendesk, Freshdesk, etc. - Fluency in English and Arabic is required
Key Skills
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