Job DescriptionDuties and responsibilities: Responsible for managing the CS team in Jordan and make the improvement plan.
Responsible for improving the customer service quality and customer shopping experience at Jollychic
Responsible for managing and supervising the outsourced contact center in Jordan (around 300 agents).
Coordinate with the outsourcing management team to build the team according to the volume forecast and achieve the required KPI.
Monitor the service quality and operation standard at contact center to ensure service quality is achieved.
Coordinate with the team to give customer agents feedback in order to improve the work effectiveness.
Skills Min. 7 years of experience in contact center industry with good knowledge in customer service and contact center management.
Good management skills.
Have good understanding about E-commerce industry.
Proficient in English & Arabic.
Good communication skills.
Preferably having working experience at outsourcing contact center.
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