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About the job

Are you an excellent communicator with exceptional analytical skills, curious and achievement oriented? Do you want to make a difference in our organization and contribute to building something new? If the answer is yes to all these questions, then we would like to hear from you.

RISE TO THE CHALLENGE

Lead the deployment and execution of the Customer Care Inbound/Outbound/Proactive strategy to deliver a multi-channel service offering and best in class Customer Service Centre model. Responsible for managing a team and a vendor that has the responsibility to deploy this strategy, Develop strategic milestones of Customer Care and Service activities executed through all Product care, Inbound & outbound programs and channels. Other responsibilities include the development and deployment of service quality and data control practices, resolution of consumer escalations in a timely manner; 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, Accountable for the channel process flows and its capacity plans, budgets & SOPs adherence.

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More Specifically you will:

CSC Inbound Operations:

• Create the IB strategy while ensuring IB customer care deliverables are aligned with RRP commercial activities at a regional/local level
• Monitor and track IB channels performance at market level and identify areas of improvement acting as the voice of the customer internally for continuous performance improvements, ensure that all local CSC team & Vendor management team are well equipped & train to deliver the best consumer experience.
• Ensure efficiencies of Vendor HC & budget optimization.

Social Channels Operations:

• Create the care strategy across all social channels along with achieving the KPIs set while ensuring the alignment of these KPIs with the OGSMs.
• Deliver the best experience to the consumers & increases the engagement level across social channels.
• Gather market insight through social channels that will help in the creation & developing of business processes/procedures enhancement & brand loyalty.

CSC Outbound Operations: Support operational rollout of campaigns (Acquisition & Retention) in the assigned market, including, but not limited to:

• Executing and checking outbound campaign flows and adjusting agent CTA’s accordingly
• Frontline staff knowledge enhancement (Remote Coaches/Inbound agents for product care matters)
• Reporting, analysing and offering insight/remedial actions to resolve any technical issues in the market that effect day to day operations

Product Care: Manage market product care practices and governance which maximize customer satisfaction while creating efficiencies and minimizing costs

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• Product Warranty and goodwill entitlement practices and process maps
• Refund policy and modes of compensation
• Product diagnosis (L0 & L1)
• Replacement Strategy (Channels, mechanics, process governance, Reconciliation)
• International Warranty
• Self Service replacement (QURE)
• Managing channel budget efficiencies & optimization.

Consumer Programs:

• Champion Omni-channel care and consistent customer experience across all CSC programs & Campaigns
• 2. Ensure forecast and plans are submitted and aligned with relevant stakeholders to maintain operation continuity per channel of responsibility.
• Lead the deployment and continuous improvement of programs/services including Acquisition programs, NPS/Sentiment management programs (Positive & Negative) Retention programs

“Consumer Programs:

• Champion Omni-channel care and consistent customer experience across all CSC programs & Campaigns
• 2. Ensure forecast and plans are submitted and aligned with relevant stakeholders to maintain operation continuity per channel of responsibility.
• Lead the deployment and continuous improvement of programs/services including Acquisition programs, NPS/Sentiment management programs (Positive & Negative) Retention programs

Vendor Management:

• Create a great channel communication with (LSP/CSC) vendors, while maintaining a close eye of efficiencies, best practices, and cost optimization.

Challenge.

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• Improve the performance and development of these vendors to ensure consumers needs are heard and met.”

Data Analysis & Reporting:

• Define, manage, and report on market KPIs in a digestible and actionable format to the wider business to highlight performance and priority areas of focus.
• Use data as a key catalyst for evaluating improvement for the business and customer.
• Manage tracking tool for budget spent and adhere to any vendor payments POPs.
• Manage and secure that Market audits and controls are being tackled and tracked in a timely manner based on global guidelines.”

People Development:

• Empower CSC local & vendor team members through equipping the team with the tools to achieve organizational KPIs.
• Work on uplifting the team skills & knowledge.
• Encourage the team to reduce inefficiencies and pursue new initiatives.

Qualifications:

• Minimum 10 years’ experience of work Experience, with minimum 5 years in Customer care.
• Minimum 5 years of supervisor/team leader/manager experience is mandatory.
• Ability to: multi-task in a dynamic environment, build relationships, solve problems, impact and influence.
• Client centric mentality.
• Business and financial Acumen is a must.
• Advanced analytical & planning skills.
• Self-motivated, driven and the desire to help.
• Excellent communication skills both verbal and written.
• Arabic & English proficiency is a must.
• Strong people skills.
• Outstanding organizational skills.
• Tech Savvy – Finding ease in understanding and navigating new systems and its set-up.
• CRM knowledge is a plus.

REGIONS: Jordan

FIND A NEW PATH

Our organization offers you a fresh perspective. Here, you will never stop exploring and discovering. We take the concept of on-the-job learning to another level, giving you every opportunity to develop your career and reach your full potential. With innovative technologies, services, and processes, together with a competitive salary and compensation package, you will have the opportunity to interact with some of the best minds in the business, learn from them and add value.