Call Center Manager

Position Overview

This role is to ensure that the online B2C customers receive the highest level of service against agreed KPI's and with the aim of meeting or exceeding customer expectations in all forms of communication. To successfully manage the team and lead by example in promoting effective working practices and being a champion of change. You will be reporting into the Head of E-commerce and be part of an evolving B2C team within an established B2B business.

Key Responsibilities/Duties

• Supervise day-to-day operations of the customer service department.
• Mentor and lead the internal and external Customer Experience team to ensure customer satisfaction and minimize issues arising from E-commerce purchases.
• High analytical skills and have passion to play with numbers.
• Feedback and collaborate to make improvements to the websites to aid an improved customer experience and increase the conversion rate.
• Manage the activities of the team to ensure that all processes are followed correctly and that customers are provided with an accurate and timely response.
• Awareness of the Ecommerce campaign calendar and the impact it may have to the customer support team workload.
• Build effective relationships with Ecommerce, Marketing, logistics team, reviewing and implementing continuous improvement.
• Manage, coach and lead the team with regular ones to ones, support, feedback and motivation

Required Experience and Skills

• 4 years’ experience in ecommerce, online customer service management
• Proven team management experience in customer services/office management
• B2C e-commerce experience essential

• Good level at English and Arabic.

• Excellent written and verbal communication skills.
• Highly organized
• Commercially aware
• Comfortable reporting and analyzing data to senior management

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We are looking for a high potential-talented and professional with positive attitude person for the below offer:

- A full-time contract 48h/per week with a clear career path.

- A challenging and exciting position in a positive and professional environment.

- On-the-job training and orientation opportunities.

- Opportunity to take initiative and release your ideas and plans.

- Passionate team to work with.

- Good remuneration based on experience.

- Daily benefits.

How to Apply?

If you are interested, please send your updated CV via email.

All applications will be assessed on a rolling basis; interviews can, therefore, take place before the application deadline. However, due to the large volume of applications we receive, we cannot respond to every applicant. There may be a delay between the deadline and the moment we contact selected applicants.

If you have not received a reply we regret to inform you that we have continued with other candidates.

We appreciate your interest in joining our team.