Team Leader - Customer Experience, Al Mulla Group, Kuwait City, Kuwait

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

We need a Team Leader - Customer Experience, 

Responsibilities

•Manage & supervise call center operations, ensuring key performance indicators (KPIs) are met, including Service Level, Abandon Rate, and Average Call Handling Time. •Provide proactive service status updates to customers via phone calls, SMS, or other available communication channels, and ensure all updates are recorded in the system. •Train and develop call center agents, focusing on soft skills, customer interaction techniques, and service excellence. •Support call center agents on day-to-day duties and fill in upon absence of any member if needed. •Review outsourced technology and/or call center agents performance and review monthly bill. •Handle Customer escalations and Voice of Customer (VOC) cases from various channels, including the principal, inbound calls, carry-in, dealers, and digital media until resolution •Monitor customer satisfaction surveys, analyze feedback, and create reports with actionable insights. •Map customer journey and identify key touch points to enrich the customer experience. Includes meeting with sales, aftersales and marketing teams to build the end-to-end experience. •Continuous process improvement aiming to identify process gaps to enhance efficiency, exceed customer expectations, and optimize operational cost efficiency

Job Requirements

Educational Qualifications

Education Degree

: Bachelor

Major

: Business Management, Hospitality or a related field

Experience

Years of Experience

: 5 - 10 Years

Field of Experience

: • Minimum 5 years of supervisory experience in a call center, and/or Customer Experience management preferably within the electronics or consumer services industry

Skills

•Bilingual proficiency (Arabic and English) •Excellent soft skills and communication abilities •Strong problem solving and emotional intelligence to handle customer escalations effectively •Experience in continuous process improvement to enhance service quality •Proficiency in Power BI, Tableau & other BI software & Microsoft office (Excel, PowerPoint, word)

Other Requirements

Gender

: Any

Age

: 35 - 45 Years

Preferred Language

: Arabic, English

Duty Shift / Timings

: One Shift / 8:00 am - 4:00 pm

Salary & Benefits

Salary

: Attractive Salary

Other Benefits

: As per Company Policy

Job Remarks

Job Country

: Kuwait

Nationality

: Any

Career Level

: Mid-Career

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