Customer Service Operations Manager, tabby, Dubai, UAE

About us 

Tabby makes shopping more rewarding by empowering people with the flexibility and freedom to get what they want. Tabby lets you shop now, pay later and earn cash – without the interest, fees or debt traps. Over +3,000 retailers online and in-store and +1,000,000 loyal shoppers including the likes of IKEA, SHEIN, and Marks & Spencer use Tabby to accelerate growth by offering easy and flexible payments online and in stores. Tabby is the Middle East’s first and largest buy now, pay later provider and has raised +$180m in funding from global and regional investors. 

Tabby creates financial products designed to inspire and create financial freedom. In a few years, retail checkout will look vastly different and we want you to be part of that change.

Job Description:

As a Manager Operations of Customer Service, you will be part of Tabby’s Customer Service team. You will be responsible for end-to-end operations of Customer Service operations in Dubai to deliver the SLAs and coach the Team Leaders to develop the team and deliver the needs of our customers. 

You will be the one who will manage the customer service activities and operations and maximize performance across the teams to give an amazing experience to our customers.

You aim to provide excellent customer service and to promote this idea throughout the organization.

Responsibilities:

• Ensure the right number of people are available to execute the planned activities
• Recruit the right team members to uphold the level of service
• Implement the customer service processes of the organization 
• Collaborate with CS head to shape the strategic direction of the business where customer experience is a key priority.
• Harness a customer-centric culture within the team, through the right combination of people, tools, and technology
• Lead a team comprising of customer experience Team Leaders and Specialists who embrace problem-solving and strategic thinking as a “way of life”
• Deliver best-in-class execution and metrics that enable smart decision-making and performance evaluation
• Manage productivity and experience performance of the team and challenge agents to reach the target
• Mentor & Coach the teams to deliver a high standard of customer service 
• Monitor the overall performance of the business
• Handle customer complaints or any major incidents
• Review and create reports and analyse the customer service provided
• Share best practices and learning with others to discuss possible improvements to customer service

Skills:

• Deep knowledge of Contact centre operations and execution with excellent communication skills in English and Arabic.
• Managerial experience across a matrix structure; with a strong ability to manage both in-house and remote teams 
• Demonstrated ability to problem-solve and deep-dive into complex challenges, leveraging data as a critical parameter for decision-making
• Stellar execution skills to navigate project milestones end to end
• Deep passion and belief in the potential that can be unlocked through Customer Service Teams
• Must have strong leadership and team management skills
• Ability to work on multiple projects simultaneously and meet deadlines on schedule.
• In-depth knowledge of customer service principles and practices
• In-depth understanding of customer service software, databases and CRM tools
• Excellent mentoring, coaching and people management skills
• Leadership: Motivate the teams, and work with them to make sure they abide by all company policies and procedures.
• Patience: Having patience will help you stay polite, even in stressful situations
• Problem-Solving Skills: Being able to problem-solve with a customer will help your job.

Qualifications:

• A Master’s degree with management criteria will be preferred
• Successful previous experience in customer service at the supervisory level
• 5+ years of supervisory experience in a similar capability; having worked directly or indirectly with senior stakeholders and with experience in call centre setup
• Excellent verbal and written communication skills (English & Arabic)
• Proficiency with Microsoft Office Suite and Google Docs
• Ability to translate your skills to other employees through training, coaching and mentorship

What you can expect

• A competitive salary dependent upon your experience
• We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team
• A working environment that gives you autonomy and responsibility from day one
• You should be comfortable with the idea that the quality of your work will influence the shape of your career
• Flexible vacation policy

We are passionate about creating an equitable, high-performing workplace that gives people from all backgrounds the support they need to thrive, grow and meet their goals (whatever they may be).

If this sounds exciting to you, we’d love to hear from you 😊

https://boards.eu.greenhouse.io/tabby/jobs/4059649101?gh_src=18f29122teu

▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬

Apply For This Job Using a Branded ATS CV from Dubai-Forever.Com.

What is an ATS CV?

Applicant Tracking System or "ATS", is the software that 'READS' your CV and stores this information in a database.

If the CV is not made as per the RULES of the ATS, the information will get messed up in the database.

And, you may never be found by the recruiter, in spite of your 'CV information' existing in the database...

...And you'll keep wondering why you get rejected in spite of being a PERFECT MATCH for the Job.


Read more about the ATS CV:

https://www.dubai-forever.com/cv-writing-services.html#ATS-Compliant-CV


Join the Middle East's Best Jobs Groups on Whatsapp:

https://www.dubai-forever.com/whatsapp-jobs.html



🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼 🇦🇪 🇸🇦 🇶🇦 🇴🇲 🇧🇭 🇰🇼


Please submit your CV here as well:

🔊 https://www.dubai-forever.com/submit-your-cv.html



Join the Fastest Growing Jobs Group on LinkedIn:

🔊 https://www.linkedin.com/groups/8288711/



Join our Telegram Group:

🔊 https://t.me/gccjobvacancies



SOCIAL INITIATIVE:

We publish job vacancies on this website & our Whatsapp groups for the benefit of job-seekers.


It is to help people who are searching for jobs from across the world.


This is a Social Initiative from our team @ dubai-forever.com, so please help us in this Noble Task by Forwarding these jobs within your network.


Do this GOOD DEED.


You never know who will benefit from it.


You've heard about KARMA right?


He's waiting to give you 10X of whatever you do...