Director of Customer Service

Updated: March 03, 2024 09:39 AM GMT

Full-time Job in Baghdad, Baghdad Governorate

ZainCash

Baghdad, Iraq

● Lead a 24/7 team of customer service representatives, including hiring, scheduling, training, coaching, motivating, providing feedback, and handling customer escalations

● Drive continuous improvement projects through change management across the business; design Support workflows according to ZainCash Company strategic goals aimed at customer excellence and world-class partner experience

● Build out new policies and procedures to support our on-site teams and customers

● Develop a strategy for collecting, analyzing, and improving upon key call center metrics (e.g. Average Handle Time, Customer Satisfaction, and Conversion)

● Recruit & develop staff and the unit to meet KPIs and go beyond the current circumstance to achieve success.

● Participate in the products and service development, testing, and improvement of enterprise and VIP services in coordination with the concerned departments.

● Work with key stakeholders to implement new service strategies across all customer... More Detail