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Head of Customer Service

Job Description:

Manage the customer service, installation and activation teams and their tasks, including the management and development of the customer service system to ensure the effective implementation of such system. This shall include: taking care of relationships with current clients, managing clients’ subscriptions to telecommunication services, provide activation and installation services, handling customer claims, complaints, requests and suggestions along with keeping records on services provided to client.

Department:

I.C.T Department – Customer Service Division

Location:

Head Office – Hay Al Andalus

Role & Responsibilities:

The functions included in this job are as follows, but not limited to:

• Determines division operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Meeting call center KPI’s (Key Performance Index) and submitting periodical reports and give feedback to management to help in steering business decisions.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplishes division human resource objectives by orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing and updating policies and procedures and creating any additional ones required.
• Meets division financial objectives by estimating requirements; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices.
• Follow up with installation team for any new installation request or troubleshooting tasks.
• Monitor invoices overall process time and suggest any amendments.
• Follow up and arrange to conduct any required after-sales survey and prepare a full report.
• Participate in any new system development and/ or existing system amendments.
• Ensure the effective implementation of the organization’s policies within the division.
• Ensure availability in case of any emergency in provided services.
• Participate in creating and translating any document needed from the division.

Required Technical / Functional Competency:

Academic Background:

• BSC or equivalent

Knowledge:

• 3+ years of managing teams, very good understanding of customer service needs, excellent communication skills.

Technical Skills:

• Good telecom background is needed, and the ability to learn and work in a new system.

Specific Practical Experience:

• Team management, analytical thinking, decision making.

Other:

• Preferred if working in medium size organization as they will be more flexible.

How To Apply

To apply, please send your CV to vacancies@rltt.net with the position title mentioned in the subject line.