Customer Service Supervisor (Arabic Speaker)

Project Management Institute; Dubai; On-site; AED 40,000 - 80,000; Full time

Job description

Who are we?

Delivering a smarter courier experience since 2008.

At ZAJEL, we’re on a mission to be the courier company that goes beyond distance and destination to offer business transformation, reliable global services, and flexible, agile solutions.

Our journey started in 2008. Fast-forward to now and we’ve matured to become the fastest-growing courier and logistics company in the UAE. We’ve got to this position thanks to a mix of industry-leading expertise and an unwavering commitment to offering our customers a greater experience day after day.

At the heart of this sits our people, a team of industry experts and innovators who use smart, cutting-edge technologies and our diverse, top-of-the-range shipping fleet, to supply convenient, cost-effective services to customers across domestic, international, and government spaces.

We’re also proud to offer a growing range of reliable services for large enterprises and SMEs, covering immigration, ID Cards, Customs declarations, mail-room management, legal documents, banking, and e-commerce.

By innovating together, we’ve built a unique operating model that enables us to adapt to fluctuating market conditions, respond with agility to customers and preferences, and reliably execute delivery solutions across first- and last-mile delivery – it’s this spirit and collaboration and pursuit of innovative consistency that sets us apart and makes us the perfect courier partner for B2B, B2C, and C2C customers.

We’re especially proud of the partnerships we have fostered over the years. We partner with many UAE government departments and the private sector.

What you’ll do:

The Customer Service Supervisor is responsible for organizing and directing the daily activities concerned with the customer service operation. The main responsibility of the supervisor is to manage, train, and guide the team leads and executives to execute their tasks, and is responsible for ensuring resources are utilized.

Leadership/Supervisory Tasks

• Ensure the effectiveness and efficiency of the unit
• Ensure that executives and team leads adhere to the following: Call quality, Shifts, Punctuality, and Attendance
• Design & implement a monthly performance tracking scheme
• Conduct a quizzing structure in the monthly performance for agents and team leaders
• Update team leaders with the team performance
• Understand the management vision, communicate it to the team members
• Analyze the call volume continuously and escalate to the Manager on call volume changes
• Ensure calls are answered promptly

Workflow Management

• Implement internal regulations and guidelines to ensure high quality of service from the department by calculating individual daily targets
• Implement adequate workflow systems, monitoring mechanisms, and control mechanisms to evaluate the quality of calls regularly
• Identify and support the implementation of various programs for the improvement of the Customer service processes
• Ensure client information security by setting and monitoring strict guidelines for their routine operations

Customer Service Delivery

• Continually monitor progress against pre-defined Key Performance Indicators (KPIs) derived from customers’ service agreements with ZAJEL to ensure optimum service levels are being provided to the customer

Team Management and Resourcing

• Oversee all aspects of recruiting, training, and continually developing a highly competent and motivated team of back-office team members, including strategic plans to ensure staffing is appropriate at all times
• Lead these processes effectively – set individual objectives, recruit qualified staff, manage performance, develop and motivate staff, providing formal and informal feedback/appraisal to maximize subordinate and functional performance
• Coordinate operational activities related to the team, such as monitoring and submitting timesheets, leave regulations, etc.
• Mentor the Customer service team and provide 'hands-on' technical leadership as required
• Ensure all employees within the team obtain the necessary level of training by introducing customer regulations to new hires and creating summary booklets

Policies, Systems, and Procedures

• Implement operational plans and policies to support near-term performance targets as well as long-term strategic business objectives
• Ensure that policies and processes fulfill all procedural/legislative requirements while delivering a quality, cost-effective service

MIS and Reports

• Create daily reports for all services rendered by the operations department and ensure that all services are updated in the system
• Prepare timely and accurate MIS statements and reports as required

Quality Management and Continuous Improvement

• Ensure and recommend compliance with all relevant quality management procedures and controls to guarantee compliance and delivery of high-quality service
• Stimulate and contribute to the identification of opportunities for continuous improvement of systems, processes, and practice, considering best practices, improvement of business processes, cost reduction, and productivity improvement

What makes you unique:

• Bachelor's degree in business management, or a related field, or higher
• Minimum 3 years of supervisory experience in a logistics Call Center arena
• Fluent in Arabic and English (a must)
• Strong time management & leadership skills
• Ability to handle pressure, lead a diverse team, and excel in a fast-paced environment
• Data-driven with strong analytical & team planning skills

What's in it for you:

• Workplace: With a steaming hot coffee in the cozier pantry, we combine work and wellness.
• Rewards: In addition to a competitive non-taxable gross package salary, we offer an employment visa, group medical insurance, and an annual ticket allowance to your home country.
• Employee wellbeing: We not only believe in a healthy work-life balance, but we also have a wellness and sports program.
• Leadership: Through agile, dynamic, and people-focused training, we coach and develop future leaders.

We might be a great match if you have:

• Customer–Centricity: Our customers are at the centre of everything we do
• Teamwork & Collaboration: Our success is a result of the collective efforts of our team
• Innovation: Embracing innovation is part of our DNA
• Global Connectivity: We value the importance of connecting people and businesses worldwide via our agents' network
• Integrity: We uphold the highest ethical standards in all our interactions and operations

Interested in advancing your career and securing your future with us?

Then ZAJEL might be the right place for you.

We can’t wait to hear from you. All the best!