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Doha

    Customer Care Team Leader - Doha, دولة قطر - Starlinks

    Starlinks
    Starlinks Doha, دولة قطر

    منذ 16 ساعة

    Default job background
    وصف
    • Lead all sales support functions like Customer Care, Repair Center, Order management, MIS and Inventory management
    • Monitoring SLAs across all sales support functions
    • Create and monitor processes across all sales channels
    • Monitor end to end activities across all sales channels and highlight changes / enhancements when and where required
    • Monitor sales figures and alert respective channels regarding expected shortfall in the targets
    • Meets with other departments to make sure that sales and sales support functions are working correctly
    • Provides any necessary data or reports to the sales team
    • Deals with any customer complaints and resolves the issue as necessary
    • Supporting management with the actual sales numbers and forecasts in order to prepare targets and budgets
    • Adhering to compliance of consumer protection laws in the country and monitor all activities to avoid any penalties

    KEY PERFORMANCE INDICATORS

    • Performance: will be measured based on Monthly Balance Score Card (BSC)
    • Meet Management expectations in terms of project delivery
    • KPIs are linked with contractual targets from customer.

    Network

    • Strong leadership skills to lead the team and maintain good relationship with the customers

    Decision making authority

    • Should be able to analyse day-to-day performance and propose necessary changes/actions to be made by Management to mitigate the poor service delivery and incur bad customer experience.

    Business impact of role

    • Managing all sales support functions
    • Minimize the complaints and enhance support across all sales channels

    Technical & non technical

    • Solid understanding of customer journey across all sales channels
    • Strong customer service competency
    • Technical support capabilities and problem-solving competency
    • Impressive presentation and negotiation skills
    • Proven strategic aptitude and ability
    • Hands-on approach, with a "Can-do" attitude
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