Customer Service Team Leader

Seddiqi Holding is a Family-owned and managed company with a unique, diversified portfolio of businesses and brands across numerous sectors. The business includes Ahmed Seddiqi, Seddiqi Properties, Swiss Watch Services and Mizzen. We are looking for a Customer Service Team Leader who will be responsible to manage the day-to-day operations of the customer service team ensuring smooth service delivery within the defined SLAs, with high-quality standards meeting customers’ expectations to enhance the overall customer experience and earn customers trust, repeat business and advocacy client experience. Key Responsibilities: • Owns escalation calls from the customer service team to ensure issues are resolved and SLAs are respected with clients. • Ensure Complaints are resolved in the most efficient way to maintain customer satisfaction and company reputation. • Suggest enhancements and updates to the Knowledge base to the Quality Assistant Manager in to ensure a relevant and consistent response to clients reflecting the latest company’s SOPs and highest First Call Resolution rate. • Monitors the daily load and achieved SLA's across all channels and take dynamic decisions depending on the daily load, to meet SLA standards and avoid any unpleasant customer experience. • Monitors the progress and resolution time of complex cases in accordance with agreed upon processes and escalates where needed to the business POCs to expedite resolutions achieving the brand promise. • Plan store visit for the team for product knowledge and retail operations updates. • Plan warehouse and fulfillment centers visits for e-commerce operations for the team’s full understanding of the internal operations when assisting e-com customers. • Review continuously any updates in terms & conditions extended to customers and manage team updates with the quality team to ensure consistency of our replies to customers across channels (digitally and physically in stores). • Reviews daily performance for each executive against assigned targets to measure performance and take corrective measure via regular coaching to elevate the team productivity and confidence • Orients new hires on customer service team operational by owning the operational on-boarding training plan covering all used technologies, and documents, and SOPs to prepare them for the quizzes at the end of each stage for the quality team to identify gaps and plan re-training. • Own the monthly roster by ensuring full coverage across all days/shifts to ensure customer experience standards are met and a fair distribution of coverage is maintained on public holidays and weekends among the team to encourage team wellbeing • Analyses regularly and randomly client interactions with executives against the approved quality guidelines and coordinate with the quality team on the training needs of each subordinate for continuous improvement • Monitors the team’s attendance to assess punctuality, identify and address trends and escalate to HR in any case of lack of integrity. • Set Yearly objectives for the team and provide regular feedback on performance • Give special attention and higher frequency of random checks to new hires to have them confident enough in handling client’s enquiries while maintaining luxury standards. • Approve or decline warranty claims from customers as per the company’s SOPs. • Manage the team daily performance levels and plans with the customer service assistant manager corrective action by extending support, training and guidance so that the department objectives and targets are met. • Set Yearly objectives for the team and provide regular feedback on performance. • Coach and train the executives with the needed tools to ensure complete alignment in customer standards and high confidence. In order to be successful in this role, you should have: • 3 years of prior experience in customer service or as a call centre agent. • A minimum of 1 year of experience in managing a team. • Fluency in spoken and written English and Arabic. • Exposure to luxury environment. • Familiarity with Salesforce and Genesys. If you are ready for your next challenge, Apply Now! Show more Show less

In order to be successful in this role, you should have: 3 years of prior experience in customer service or as a call centre agent; A minimum of 1 year of experience in managing a team; Fluency in spoken and written English and Arabic; Exposure to luxury environment; Familiarity with Salesforce and Genesys.

Owns escalation calls from the customer service team to ensure issues are resolved and SLAs are respected with clients. Ensure Complaints are resolved in the most efficient way to maintain customer satisfaction and company reputation. Suggest enhancements and updates to the Knowledge base to the Quality Assistant Manager in to ensure a relevant and consistent response to clients reflecting the latest company’s SOPs and highest First Call Resolution rate. Monitors the daily load and achieved SLA's across all channels and take dynamic decisions depending on the daily load, to meet SLA standards and avoid any unpleasant customer experience. Monitors the progress and resolution time of complex cases in accordance with agreed upon processes and escalates where needed to the business POCs to expedite resolutions achieving the brand promise. Plan store visit for the team for product knowledge and retail operations updates. Plan warehouse and fulfillment centers visits for e-commerce operations for the team’s full understanding of the internal operations when assisting e-com customers. Review continuously any updates in terms & conditions extended to customers and manage team updates with the quality team to ensure consistency of our replies to customers across channels (digitally and physically in stores). Reviews daily performance for each executive against assigned targets to measure performance and take corrective measure via regular coaching to elevate the team productivity and confidence. Orient s new hires on customer service team operational by owning the operational on-boarding training plan covering all used technologies, and documents, and SOPs to prepare them for the quizzes at the end of each stage for the quality team to identify gaps and plan re-training. Own the monthly roster by ensuring full coverage across all days/shifts to ensure customer experience standards are met and a fair distribution of coverage is maintained on public holidays and weekends among the team to encourage team wellbeing. Analyses regularly and randomly client interactions with executives against the approved quality guidelines and coordinate with the training needs of each subordinate for continuous improvement. Monitors the team’s attendance to assess punctuality, identify and address trends and escalate to HR in any case of lack of integrity. Set Yearly objectives for the team and provide regular feedback on performance. Give special attention and higher frequency of random checks to new hires to have them confident enough in handling client’s enquiries while maintaining luxury standards. Approve or decline warranty claims from customers as per the company’s SOPs. Manage the team daily performance levels and plans with the customer service assistant manager corrective action by extending support, training and guidance so that the department objectives and targets are met. Set Yearly objectives for the team and provide regular feedback on performance. Coach and train the executives with the needed tools to ensure complete alignment in customer standards and high confidence.