Job Overview:
We are seeking a motivated and detail-oriented Customer Service & Quality Specialist to join our dynamic team. In this role, you will ensure that our customers receive exceptional service while upholding our quality standards. You will play a vital role in enhancing customer experiences, addressing inquiries, and implementing quality improvement initiatives across our operations.
Key Responsibilities:
- Customer Support: Provide prompt and effective support to customers through phone, email, and in-app communications, ensuring their inquiries and concerns are resolved efficiently.
- Quality Assurance: Monitor and evaluate customer interactions to ensure compliance with company policies, safety standards, and service excellence.
- Process Improvement: Identify and recommend areas for improvement in customer service processes and work with relevant teams to implement solutions.
- Training & Development: Assist in onboarding and training new staff members on best practices in customer service and quality assurance.
- Reporting: Analyze customer service metrics and prepare reports on performance, trends, and areas for enhancement.
- Customer Feedback: Gather and analyze customer feedback to drive service improvements and uphold our commitment to quality.
Qualifications:
- Bachelor’s degree in Business, Communications, or a related field.
- 8 - 10 years of experience in customer service or quality assurance roles, preferably in the transportation or service industry.
- Strong communication and interpersonal skills, with proficiency in Arabic and English.
- Familiarity with customer service software and CRM tools.
- Detail-oriented with strong analytical and problem-solving skills.
- Ability to work independently and collaboratively in a fast-paced environment.