Inbound Customer Care Jobs in Dubai Urgent Hiring | PwC Careers

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Description:

As a Supervisor Customer Care – Inbound, you be leading the deployment and execution of the IQOS Customer Service strategy to deliver a multi-channel service offering and outstanding Customer Service Centre model across multiple GCC markets. Responsible for leading the critical evaluation of the CSC on inbound channels and the strategic development of Customer Care and Service activities implemented through all channels.

Responsibilities:

• Own any local Crisis Management (Talking Points) escalations ensuring all stakeholders are engaged in a timely manner
• Build and maintain relationships with service providers at a local level to ensure Service Level are maintained
• Ensure customer care deliverables are with aligned RRP commercial activities at a regional/local level
• Supervise customer support performance at market level and identify areas of improvement acting as the voice of the customer internally for continuous performance improvements
• Handle IQOS and RRP related social media monitoring and reporting
• Lead and empower the operational team to ensure daily, weekly, monthly KPI’s are met.
• Ensure forecast and plans are submitted and aligned with relevant stakeholders to ensure operation continuity per market of responsibility

Requirements:

• You have University degree in any related subject
• You have minimum 5 years of well-rounded experience in Customer Service Call Center including 2 years of supervisor/team leader/manager experience
• Excellent communication skills in Arabic & English both verbal and written
• You have ability to: multi-task in a dynamic environment, establish relationships, solve problems, impact, and influence
• You have consumer centric mindset, outstanding organizational skills, and strong people skills
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