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full time Customer Care Team Leader

at twofour54 in Abu Dhabi

role purpose:

The Customer Care Team Leaders are key to the delivery of tawasol Customer Services. The principal focus of these roles is to achieve daily service levels whilst driving improvements in the quality of customer service to the highest possible standard. In addition, to establish a continually improving customer experience through continual review and development of operational processes.
duties & responsibilities:

* Develop staff to achieve business objectives and their individual potential, sharing knowledge experience and providing assistance on referred issues * Actively supervise staff to ensure that both individual productivity and the efficiency of the team are maximised. * Ensure that staff are appropriately trained, deployed, appraised and motivated so that their individual and collective performance meets the needs of the business. * Manage and prioritise the daily activities in order to ensure that service levels are achieved. * Work pro-actively with the team to enhance our Customer Service culture and ensure that we act at all times in accordance with the principle of excellent customer service. * Keep up to date with appropriate developments and share with the team. Keep stakeholders up to date with key achievements and influence their buy-in to new initiatives. * Provision of accurate and informative reporting to the Care Centre Manager on performance, trends and quality.

education, experience & skills:

* Minimum qualification of Bachelor degree is required * Total of 5 years customer service experience * Experience of managing teams using call centre platforms and crm technology. * Specific experience of Cisco and Seibel desirable, but not essential * Experience of managing, developing and driving a team forward * Demonstrable commitment to the improvement of customer service to the benefit of the business * A good communicator (excellent written and spoken English)

note: you will be required to attach the following
1. Resume / CV
2. Passport-size photograph


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Published at 27-10-2009
Viewed: 69 times