Digital Care Team Lead

5 days ago


Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

Job Description:

As a Digital Care Team Lead at lxbfYeaa, you will play a pivotal role in shaping the customer experience through digital channels. Your responsibilities will include managing a team of 40 members, handling a contract volume of 370K chats, social media, and other digital interactions. You will be responsible for providing exceptional service to high-value customers, introducing new destinations in the roaming journey, and ensuring timely resolution of complaints.

Key Accountabilities:

  • Manage onshore and offshore Digi care teams with a total team size of 40 members
  • Handle a total contract volume of 370K chats, social media, and other digital interactions
  • Provide exceptional service to high-value customers
  • Introduce new destinations in the roaming journey
  • Ensure timely resolution of complaints
  • Drive the vision on digital care and increase digital care penetration and self-serve
  • Act as customer care lead in all digital changes

Leadership and Motivation:

  • Promote people management skills with the ability to guide and motivate
  • Identify training needs and support continuous improvement of the team
  • Analyze daily, weekly, and monthly analytic reports for social media platforms
  • Maintain performance and improvement in key metrics
  • Deliver significant operational improvement and financial benefits


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