Customer Happiness Team Lead

1 week ago

Manama, Manama, Bahrain Malaeb Full time 300 - 800 per year

Who are we?

Malaeb is a community-focused app designed for sports enthusiasts, offering a wide array of features. Whether you're looking to participate in matches, reserve sports venues, or explore other exciting options; our primary goal is to foster a healthy lifestyle for people of all ages worldwide It's all about having fun, playing sports, and living a healthy life to the fullest

What are we looking for?

We are looking for a leader to guide our customer happiness team, including the creation of proper processes and procedures, maintain superior customer service, and apply best practices to increase customer retention rates. 

For us to ensure excellent operational processes, we would like our leader to be involved in the shifts and focus on both the departments operations and strategies. This combination creates professional department practices and achieves high quality outcomes. As part of making our people happy, you will be reporting cases to the product development team to maintain continuous improvement of our products/services.

Why do we want to fill this position?

Our growth is our people's growth; we want our customer service to be on a professional level with safe hands on it. Our contributions for best practices to our customers in this department results in maximization of our revenues and business brand and keeps people happy

Roles and responsibilities

  • Create proper strategies and procedures for the department
  • Plan and control the implementation process of new strategies and procedures
  • Understanding the provided products/services
  • Regular meetings with product development team to improve products/services according to customer needs
  • Work on shifts with agents to assess departments operations
  • Attentive to customers inquiries, feedback and complaints
  • Maintain outstanding levels of customer's satisfaction
  • Report cases to other concerned departments
  • Follow-up reported cases and do the needed to close them
  • Maintain timely-manner practices in resolving customer complaints
  • Meet regularly with team members to evaluate and direct them accordingly

Our ideal candidate:

  • Bachelor's degree in business or related field
  • Passionate about dealing with customer professionally
  • Passionate about sports
  • Looking for somewhere to grow and learn
  • Excellent communication skills
  • Ability to organize, prioritize and manage multiple tasks
  • Exceptional at successful problem solving
  • Ability to maintain a consistent positive attitude
  • Excellent attention to detail
  • Experienced in team management
  • Experienced on operational and managerial levels

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