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Customer Care Supervisor

Job Summary:

MUSE is Chalhoub Group’s recently launched loyalty programme with over 30+ brands that is about rewarding members with luxury experiences and building a long-lasting relationship. MUSE is live in UAE and KWT and will be soon launching in KSA – one of the most important markets for the Group. 
The ideal candidate will need to be solutions oriented, obsessed about offering a great experience and curious to explore new avenues and opportunities to retain and delight our members.

Job Responsibilities:

•    Overseeing and assessing customer services and call center representatives’ activities with different tasks being assigned.
•    Manage all aspects of running the day to day operations of the Contact Centre
•    Providing a regular performance-related feedbacks to call center representatives.
•    Monitoring daily activities of customer service operations.
•    Investigating and solving customer service queries when being escalated.
•    Providing training in areas of customer service and motivate call center representatives. 
•    Managing business operation coverage and scheduling to ensure proficient customer service.
•    Preparing Weekly Report on Call Center interaction as well as customer feedbacks report. 
•    Conducting quality check on call recordings, on emails responses and live chats logs.
•    Ensuring tickets are closed within SLA with correct categorization.
•    Managing Outbound, Clienteling, Home-Sales initiatives and able to provide result report.
•    Managing ELITE and VIP Clients.
•    Working closely with MUSE Champions to optimize customer service.
•    Handling calls, emails and live chat when being escalated.
•    Performing additional duties where needed.
•    Measure customer satisfaction and other KPI’s 
•    Drive continual process improvement through monitoring, benchmarking and investigation of any dissatisfactions or complaints

Your Profile:

•    MS Office – Microsoft Excel, Word, PPT, Outlook.
•    Fluent in English and Arabic.
•    Proficient knowledge of customer service, standard office practices, attention to detail, time management and organizational skills.
•    Approachable attitude, agile and can-do attitude to create and be part a new department.
•    Proactive, committed and capable of taking lead. 
•    Strong people skills.
•    Excellent phone etiquette, verbal and written communication skills.
•    Previous experiences with Call Center, Ecom and Loyalty are plus.
•    Management of VIP clients are plus 
•    Preferably male candidate

Competencies