Job Posting Status is Open Please note that the job is not published for job seekers and you will not receive any applicants due to the job status.
As the Customer Service Lead, your role is to develop the service model that stands head and shoulders above the rest for our retail digital bank. You are passionate about delighting customers, and aspire to find the best ways to help them. You are experienced in customer service and see it as a strategic imperative. You feel comfortable developing service models across multiple channels and have experience with digital service tools.
We're looking for people with outstanding communication skills to help us build an industry-changing set of banking services and experiences. At a minimum, we want to see that you have experience of working in a fast based, digitally driven customer service environment, ideally managing others. You will ensure your team has everything they need to be successful and consistently delight customers. You will liaise regularly with marketing and design to pass on customer insights and feedback on customer journeys.
Your role will require:
- Being involved assessing service platforms and capabilities to design the service model
- Recruiting and on-boarding of team, develop training materials
- Develop internal SOPs and service times and team KPIs
- Manage internal staff pilot to ensure the digital service is adequate enough for customer go live.
- Collaborating with User experience teams for UI and UX designs creation
- Dealing with customers patiently and diplomatically
- Define process and service improvement areas
- Proven experience of digital service and support channels and ecosystem
- Dealing with customers in a service capacity
- Exceptional communicator
- Experience in building and managing teams
- Creative problem solver
- Diplomatic and can handle stressful experiences
- Whilst speaking Arabic will take you places here, fluency in English is a must.