Job Summary:
We are looking for an experienced Customer Service Supervisor to lead the customer service team and ensure a high-quality and consistent customer experience across all digital communication channels.
Key Responsibilities:
- Supervise and manage the customer service team across X (Twitter), Instagram, WhatsApp, and other digital channels.
- Ensure customer responses are consistent with the brand’s tone of voice and communication standards.
- Monitor daily messages, comments, mentions, and direct messages to ensure timely and high-quality responses.
- Handle and escalate critical customer cases and sensitive issues when required.
- Manage customer complaints and digital communication crises before they escalate.
- Train and coach the customer service team to maintain professional and consistent communication.
- Monitor customer service KPIs, including response time, customer satisfaction, and ticket resolution rate.
- Analyze recurring inquiries, feedback, and complaints and prepare reports to improve the overall customer experience.
- Coordinate with Logistics, Shipping, Order Management, Content, and other relevant teams to ensure accurate and smooth communication.
- Ensure a consistent customer experience across digital channels and the e-commerce platform.
Requirements:
- Minimum 3 years of experience in Customer Service or Customer Experience, preferably within e-commerce or digital channels.
- Previous experience in supervising or leading a customer service team.
- Strong communication, problem-solving, and complaint-handling skills.
- Experience in monitoring customer service KPIs and preparing performance reports.
- Good knowledge of digital customer service channels and social media platforms.
- Strong Arabic and English communication skills.
