Customer Experience Leader

Role Objectives:

As a Customer Experience Lead you'll play a pivotal role in shaping the experience of every Breadfast customer. You'll lead and inspire a team of CX Senior Associates & Associates, driving performance, ensuring top-notch service, and fostering a growth-oriented environment.

Roles & Responsibilities:

• Motivate, mentor, provide constructive feedback, and coach the team, guiding them to success by identifying development needs and providing personalized support
• Empower the team to handle complex or escalated customer issues confidently, ensuring customer satisfaction
• Analyze interactions, create reports, and validate complaints to identify areas for improvement within Breadfast's offerings.
• Communicate them effectively with other teams and follow through for resolution
• Develop a deep understanding of customer needs and communicate this feedback to drive ongoing product enhancements
• Manage schedules, overtime, and vacation requests while ensuring team adherence to procedures and high-quality service delivery
• Evaluate team and individual performance, utilizing KPIs to measure success and identify areas for improvement
• Proactively seek ways to boost productivity and customer satisfaction, fostering a culture of continuous learning and growth.

Required EDUCATION, KNOWLEDGE, AND SKILLS:

• Bachelor's Degree in any relevant field
• 2 to 3 years of experience leading a team and have a passion for inspiring and motivating others
• Excellent written and verbal communication skills in both Arabic and English
• Experience with CRM systems and embrace technology to enhance operations
• Thrive in a fast-paced environment with rotational shifts and changing priorities
• Initiative, accurate, and manage multiple tasks effectively
• Responsible and have a high sense of ownership and commitment.