Customer Service Manager Required in Dubai - Dubai
Customer Service Manager Required in Dubai
Confidentiality: TIYA MENA uses applicants’ data only for recruitment purposes.
About TIYA:
Headquartered in Singapore, TIYA was established in 2019 and a fully-owned subsidiary of LIZHI (LIZI.US), a NASDAQ-listed company. With more than 10 million users spanning across the world, TIYA has created a global audio ecosystem that integrates voice and social interactions. Our Middle East office is located in Dubai, operating the mobile application, Funbox, that allows everyone to make friends while playing games.
Responsibilities：
To build and retain a long lasting relationship with new and existing customers in MENA Oversee the operation and workforce of the support centre. To improve overall performance.
Ensure that all cases are raised in CRM for follow up and accurate data recording
Work towards achieving first call resolution and thereby reducing repeat visits
Ensure that all customer emails and social media complaints are followed up and resolved
Monitor and evaluate the overall support centre performance and provide action plans and performance targets
Monitor and feedback on working methods, productivity and quality on team and individual level
Resolve all customer issues that cannot be solved by the agents. Escalation matrix is followed and updated
Compensatory matrix is implemented and improvements are discussed with the support centre manager
Calls are listened to and additional training/disciplinary action taken to improve the communication and resolution
Compile KPI’s and discuss benchmarks with store teams to ensure dissatisfaction is reduced
Transport management system should be monitored and customers contacted when delays are expected or when customers have requested a call back
Qualifications：
Deep knowledge of Contact centre operations and execution with excellent communication skills in English and Arabic.
Managerial experience across a matrix structure; with a strong ability to manage both in-house and remote teams
Demonstrated ability to problem-solve and deep-dive into complex challenges, leveraging data as a critical parameter for decision-making
Stellar execution skills to navigate project milestones end to end
Deep passion and belief in the potential that can be unlocked through Customer Service Teams
Must have strong leadership and team management skills
Ability to work on multiple projects simultaneously and meet deadlines on schedule.
In-depth knowledge of customer service principles and practices
In-depth understanding of customer service software, databases and CRM tools
Excellent mentoring, coaching and people management skills
Leadership: Motivate the teams, and work with them to make sure they abide by all company policies and procedures.
Patience: Having patience will help you stay polite, even in stressful situations
Problem-Solving Skills: Being able to problem-solve with a customer will help your job.
A Master's degree with management criteria will be preferred
Successful previous experience in customer service at the supervisory level
5+ years of supervisory experience in a similar capability; having worked directly or indirectly with senior stakeholders and with experience in call centre setup
Excellent verbal and written communication skills (English & Arabic)
Proficiency with Microsoft Office Suite and Google Docs
Ability to translate your skills to other employees through training, coaching and mentorship
Why work with us:
We have an energetic team who are passionate about building a global audio-based online networking platform to connect the world.
Our Team is committed to create the best gaming and social interaction experience in the Middle East.
TIYA MENA is all about the PEOPLE, we fully and truly support people with creative mindset to collaborate and grow together.
We will offer you:
Competitive compensation and benefits programs
Training & Development programs
Career advancement
Excellent work environment and flexible hours
International market exposure
AWESOME Team members!
Apply from link below
https://ae.linkedin.com/jobs/view/customer-service-manager-at-tiya-3243824272?
