lavori da Telemarketer in località Emirati Arabi Uniti

Responsible for handling a team of CSR's providing 24/7 customer support to existing customers and new prospects. Monitor adherence to SLA, uphold standards of customer satisfaction, and focus on CSR productivity through customer service and upselling. Provide intensive coaching to new staff on products and systems, develop existing CSR staff, mentor, and motivate. Continuously review work processes for improvement and ensure effective supervision.

• Organize and supervise the assigned team to ensure efficient work aligned with procedures and policies.
• Provide on-the-job training and feedback to support team development.
• Promote organizational values and ethics within the team to foster a value-driven culture.

• Monitor financial performance against budgets and report variances.
• Implement policies and procedures ensuring compliance and quality service.

• Identify opportunities for system and process improvements considering global standards.

• Prepare accurate and timely reports to meet departmental standards.

• Manage a team providing 24/7 customer support.
• Maintain service levels as per SLA.
• Report at various levels regularly.
• Conduct quality evaluations.
• Develop team through coaching, training, and counseling.
• Monitor performance metrics like occupancy, call duration, and SLA adherence.
• Supervise shifts and daily operations.
• Handle escalations and difficult customer situations.
• Ensure operational controls and compliance.
• Lead ongoing coaching, training, and motivational programs.
• Promote sales, cross-selling, and lead generation.
• Conduct monthly appraisals and recommend improvements.

• Operate within group policies and governance frameworks.
• Make decisions within the authorized matrix.

• Minimum 3 years relevant experience in customer service/contact centre.
• Valid UAE National family book (Mandatory).

• Customer service, product knowledge, quality focus, problem-solving, market knowledge, documentation, communication skills in English & Arabic, conflict resolution, multitasking.

Banking, Broking; Departments include Chefs, F&B, Front Desk.

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