Position Title: Customer Relationship Supervisor
Reports to: Marketing Manager
Closing Date: 01/01/2023
Job Summary and Objectives
To Customer relationship supervisor shall be responsible for building and managing customer relationships through marketing and overseeing the quality of excellent customer service to promote the idea throughout the organization. The goal is to keep the section running in an efficient and manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
Main job objective as following:
- Manage UI call Centre.
- Establish strong complaints channel for receiving customer complaints and providing quick response/resolution of issues.
- Manage the customer relationship management (CRM) software system
- Keep accurate records and document customer service actions and discussions ( Call Centre)
- Maintain the client database into proper segmentation & adjust personalization accordingly
- Collect & Analyze data to find needed actions and reports
- Use data about current customers to find new potential customers and target audiences.
- Interact with customers directly and acknowledge their complaints and demands.
- Enhance customer journey
- Examine client feedback on UIC staff
- Train new customer service employees.
- Develop & apply service procedures, policies and standards
- Manage, train and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Control resources and utilize assets to achieve qualitative and quantitative targets
Main Responsibilities
Operational Responsibilities:
- Manage all activities associated with customer service operations, including developing and implementing policies and procedures.
- Manage all activities associated with incoming customer service operations, including developing and implementing policies and procedures. Ensures continuous improvement of processes, systems, and communications
- Maintain an orderly workflow according to priorities
- Carry out operational benchmarking and implement best practices to ensure process quality.
- Cross functional collaboration with a diverse and multi-functional team
Job Qualifications
- Bachelor’s degree in relevant field
- A minimum of 5 years of experience in customer service, or related field
- Good Analytical skills
- Good Administration Skills
- Work knowledge of insurance product (preferable)
- Proficiency in MS Office
- Fluency in written and spoken English and Arabic
Key Competencies
- Leadership skills.
- Effective Team Training.
- Communication Skills.
- Problem Solving Skills.
- Performance Management.
- Operations Management.
- A strong team leader and player
- Excellent multitasking abilities
Key Skills Required
- Planning
- Controlling
- Evaluating
- High emotional intelligence (EQ)
Key Performance Indicators
- Measure the time customers are on hold
- Monitor the time it takes to solve an issue
- Track the costs of solving issues
- Customer Churn: Ensure your customers keep doing business with you
- Top Support Agents: Find out who is your star agent in the team
- Monitor the number and nature of issues over time
- Total & Solved Tickets by Channel: Keep track of ticket’s status
- Abandon Rate: Learn how many customers leave without a solution
- Net Retention Rate: Calculate how much business growth you generate
- Service Level: See if you deliver the services as you committed to
- Customers satisfaction surveys
- Different satisfaction forms
- Segmentation and analysis reports
Applications should be emailed to This email address is being protected from spambots. You need JavaScript enabled to view it.
Please quote “Job Title” on the Subject Line.
