Service Excellence Director
4 days ago
About the Position
ECCO Gulf Majorel Qatar is looking for a seasoned Call Center Team Leader to manage our daily customer operations and drive customer satisfaction.
Main Responsibilities:
- Oversee daily customer operations across various channels.
- Address customer complaints and escalations swiftly.
- Provide timely responses to customer inquiries.
- Coordinate service issue resolutions in line with company policies.
- Maintain accurate records of customer interactions.
- Collaborate with other departments to resolve customer disputes.
- Notify customers of inspection outcomes or repair results related to utilities like electricity or water.
- Regularly check the resolution status of customer issues and satisfaction levels.
- Follow up on overdue customer payments.
- Promote new products and services to customers.
- Inform customers on necessary documentation requirements.
- Ensure adherence to all customer service standards and protocols.
- Refer unresolved customer cases to the relevant departments for further investigation.
Required Skills and Qualifications
- Bachelor's degree or equivalent in any subject.
- More than 8 years of customer service experience with at least 3 years in a similar role.
- Knowledge of customer service principles and standard office practices.
- Computer proficiency.
- Strong interpersonal and communication skills.
- Excellent phone etiquette.
- Fluent in English and Arabic (written and spoken).
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