Customer Support Team Lead
| Company Name: | Justlife |
| Employment Type: | Full Time |
| Location: | Dubai |
| Experience: | 3+ years |
| Degree: | Bachelor |
| Gender: | Any |
| Age: | Any |
| Nationality: | Any |
| Salary: | Unspecified |
| No. Of Vacancies: | 1 |
| Job Description: |
| Justlife is rocking the region with its beautifully designed home services app and looking for brilliant minds and skilled professionals who can think outside the box and have a limit that defies the sky. Do you envision shaping the future of home services in one of the fast-growing tech companies based in Dubai? Then, don’t lose another second! Come onboard and be a part of this exciting adventure of growth and success and take over a key role in Customer Support Team Lead. Join us and just shine with us! What we expect from you: Meet monthly key performance goals for customer satisfaction, quality, productivity, and key performance metrics. Monitor and evaluate monthly agent performance, review productivity and attendance reports, and coach staff members to improve performance. Ensure that customers’ questions and problems are resolved properly and quickly. Address customers’ problems that require escalation outside of the department. Report, analyze and resolve system, customer, and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience. (Co-jointly with Supervisor) Build, establish, and maintain open lines of communication with the team, peers, trainers, managers, QA specialists, and other areas of the company to facilitate problem-solving. Stay informed of all new products and services and ensure that the team is properly trained to handle questions about any of them. (Co-jointly with Supervisor) Assist in administering team attendance records, vacation and staffing schedules, and forecasts. Build and maintain a positive working environment that attracts and retains high-quality staff. (Co-jointly with Supervisor) Be visible to agents. Supervisors should walk around periodically to perform live monitoring of agents, compliment agents for on-the-spot performance, and assist agents struggling with calls. Preparing reports and analyzing data to assist management as they determine call center goals. (Co-jointly with Supervisor) Identifying operational issues and suggesting possible improvements, keep senior management informed about recurring issues or problems. Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.(Co-jointly with Supervisor) Act as the first escalation tier when needed on the floor to de-escalate and attend to customer complaints provided the escalation managers aren’t able to handle the concern and require a higher tier What we are looking for: A self-motivated person who thrives in a startup environment. A team member who is not afraid to try new approaches, who can turn mistakes or failures into a learning opportunity. 3 years of experience as a Team Lead in a related field. Experience in e-commerce/ start-up company. A team member who has the ability to get hands-on in a complex operational environment. Strong organizational, analytical, and problem-solving skills with customer-oriented instinct. Excellent written and verbal communication skills (Arabic and English) Strong knowledge of MS Office (Word, Excel, etc.) Ability to efficiently interact with individual and groups at all levels in a multi-functional and multicultural environment Experience with customer interactions Ability to multi-task, prioritize, and manage time effectively. PERKS OF BEING PART OF JUSTLIFE No benefit would replace the start-up spirit, working with a great team, and entrepreneurial working environment! However, we also have benefits like: We care about you Structured and predictable salary progression Flexible working hours and remote working depending on the job JustHoliday! One-day extra vacation on your birthday Team-building games, challenges, and activities! We improve you Working with a great team and entrepreneurial spirit! Continuous learning with mentorship, coaching, on-the-job, and internal-external training Fast career growth Internal career opportunities We recognize you ‘’JustHeroes’’ Reward and Recognition Program Discounts and gifts vouchers Employee Referral Program About Us: Justlife (previously Justmop) is the Middle East’s leading marketplace for home cleanings, beauty & wellness, and other homes services such as maintenance and laundry. Justlife’s long-term vision is to become a super app for everything related to home services. Since our inception, we’ve slowly been expanding our services from home cleaning alone to serving all your needs at home. Justlife has built a network of thousands of trained professionals and served over 6 million sessions across UAE, KSA, Kuwait, Qatar, Oman, and Bahrain. Our Mission: We promise our customers stellar service, our suppliers a valuable partner, our professionals a better life, and our team members a work environment where they thrive towards their best versions. |
