Supervisor Customer Care Jobs In Dubai | Philip Morris International

Supervisor Customer Care Jobs In Dubai | Philip Morris International

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As a Supervisor Customer Care – Outbound, you be leading the deployment and execution of the IQOS Customer Outbound/Proactive strategy to deliver a multi-channel service offering and outstanding Customer Service Centre model across multiple GCC markets. Responsible for leading the critical evaluation of the CSC and the strategic development of Customer Care and Service activities implemented through all outbound programs and channels. Other responsibilities include the development and deployment of service quality and data control practices, resolution of consumer issues; the consumer database, customer churn, manage leads and train service staff, play a collaborative role in growing and implementing standards and processes to try and exceed market specific NPS targets, maintain documentation such as process maps, operational records, etc.

Responsibilities:

• Project lead and support operational rollout of campaigns (product & brand) in the assigned market, including, but not limited to:
• Implementing and checking outbound campaign flows and adjusting agent CTA’s accordingly
• Frontline staff knowledge enhancement (Remote Coaches/Inbound agents)
• Reporting, analyzing, and offering insight/remedial actions to resolve any technical issues in the market that effect day to day operations
• Drive continual process improvement through monitoring, benchmarking and investigation of any dissatisfactions, complaints, CSAT, CES and NPS feedback received through various channels.
• Lead direct reports and virtual teams such as CSC agents, Vendor Project Managers, and day to day functional needs

Requirements:

• You have University degree in any related subject
• You have minimum 5 years of well rounded experience in remote sales within a Call Center including 2 years of supervisor/team leader/manager experience
• Excellent communication skills in Arabic & English both verbal and written
• You have ability to: multi-task in a dynamic environment, establish relationships, solve problems, impact, and influence
• You have consumer centric mindset, outstanding organizational skills, and strong people skills
• Self-motivated, driven with the desire to help