Client Support Manager

  • Dubai
  • Instashop
InstaShop: Shops you love delivered better
Role overview
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Client Support Manager Quality Assurance - United Arab Emirates, AE - Full time - 832
InstaShop, headquartered in Dubai, is the leading online marketplace for supermarkets, pharmacies, pet shops & other businesses in the Middle East. With a young & motivated team & an office resembling the ones of startups in San Francisco, InstaShop is the right company for individuals passionate about adding value within a fast-growing technology company.
The Client Support Manager will oversee and manage a number of Team Leaders and customer service associates within the merchant experience division of the department. In this role, you will motivate and guide the team members to provide high-quality service and support to both our partners and customers in the best way possible.
Primary responsibilities
Provide leadership, development and coaching of Team Leaders and
the QA Associates in the Merchant Experience division.
Actively engaging and supporting the development of your team to ensure better performance and succession planning.
I
dentifying actions and working with
QA
trainers to ensure the skills and knowledge are developed effectively.
Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience
Building and maintaining effective internal and external stakeholder relationships
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
To use the InstaShop services as per the company policies in order order to provide feedback on how to improve the service
Requirements
Minimum of 1 year of experience as a manager or team leader within customer service or operations
Strong coaching and leadership skills
Exceptional interpersonal, customer service, problem-solving
and conflict resolution skills.
Flexible schedule and open to work
on a rotational shift basis, including weekends
Bachelor degree holder or equivalent experience
Strong communication skills in English, both verbal and written
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