Senior Customer Service Executive - Quality

Zajel_official; Dubai; On-site; AED 201,000 - 290,000; Full time

Job summary

Zajel_official is seeking a Senior Customer Service Executive - Quality to uphold the operation’s goals, policies and procedures, and support the Customer Service Executives while handling escalations.

You will monitor calls, supervise the Executives, maintain work records, protect customer information, and pursue ongoing self-development to achieve high standards. Join a dynamic team and contribute to performance improvements during peak periods.

Qualifications

• Lead the Customer Service team and ensure adherence to quality standards.
• Handle escalations and monitor performance metrics.
• Provide guidance and training to Executives to improve service quality.

Responsibilities

• Monitor Calls and Support Executives
• Maintain Work-Related Records
• Maintains Customer Information Confidentiality
• Self-Development and goal setting with manager

Skills

Customer service management

Quality assurance

Escalation handling

Team leadership

Job description

The Senior Customer Service Executive - Quality is responsible for enforcing the operation’s goals, policies and procedures, implements standards, supports the Customer Service Executives, handles escalations and monitors the cue.

Monitor Calls and Support Executives

• Manage and direct the daily activities of Customer Service Executives
• Lead, plan and manage functions concerned to the group
• Provide support or offer advice on any given situation of the group
• Attend follow up calls and resolve customer complaints and questions
• Ensure appropriate support and training to apply the best practices within standards of the organization
• Acts as a source of information and answers questions of the Executives
• Reviews call recording and proactively monitor call logs for quality assessment and accuracy.
• Manages Executives Schedules based on requirments and supervisor.
• Handles Escalation of Customer Calls or other contacts where required.
• Participate as an agent during peak periods of incoming call volume.

Maintain Work-Related Records

• Maintain timely updating of work-related metrics such as individual daily target, attendance, daily activities etc. in the records sheet provided by the Supervisor
• Prepares and directs scheduling, monitors agents’ attendance, schedules Shifts & breaks as necessary.
• Adheres to the work-plan provided by the supervisor while undertaking routine activities
• Track the performance of the Customer Service Executives

Maintains Customer Information Confidentiality

• Sets guidelines for executives towards customer information security for collecting, processing, and recording information collected from the customer in the course of routine operations

Self-Development

• Strives to achieve the highest levels of proficiency in all the competencies and skills required to perform the role.
• Identifies the training and development requirements for self and agrees with the manager to ensure that the required training courses are arranged and attended.
• Sets the performance goals in the beginning of the year after discussion with the manager and ensures that the goals are achieved during the course of the year.