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customer experience team leader

Telda

<div>
 
 Job Overview:
 
 
 As a Team Leader, you will lead a team of agents, ensuring that they meet performance standards and effectively serve clients. You will be responsible for developing your team's skills, providing mentorship, and managing the team's overall performance. The role involves coordinating with both internal stakeholders and clients to ensure alignment with business goals and performance expectations.
 
 
 
 <ul>
 <li>
 Provides regular supervision and mentorship over subordinate staff
 </li>
 <li>
 Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
 </li>
 <li>
 Facilitates daily agent coaching and development sessions in both written and verbal format
 </li>
 <li>
 Participates in client related activities to include client calibration sessions and project planning
 </li>
 <li>
 Identify and address agent training needs
 </li>
 <li>
 Manage team&rsquo;s time entry to ensure 0% discrepancy rate
 </li>
 <li>
 Manage program specific performance standards (i.e. AHT, Quality Scores, CSAT, ART, FCR, etc.)
 </li>
 <li>
 Manage financial implications of attrition and attendance by maintaining program-specific goals
 </li>
 <li>
 Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
 </li>
 <li>
 Completion of weekly Team Manager Scorecard for review with CX-Manager
 
 
 
 
 
 </li>
 </ul>
 Other Related Duties
 
 
 
 <ul>
 <li>
 Diffuse irate customer calls as applicable
 </li>
 <li>
 Provide agent support via handling escalated calls, as needed
 </li>
 <li>
 Maintain up-to-date employee files and documentation
 </li>
 <li>
 Ensure high level customer service is being practiced by all subordinate staff
 
 
 
 
 
 </li>
 </ul>
 Bachelor&rsquo;s degree required.
 
 
 1-3 years of experience as a Team Lead.
 
 
 Proven Experience is a must.
</div>

Customer Experience Team Leader

Al-Mansour Automotive

<div>
 
 
 
 Job Role:
 
 
 
 
 As the Workshop Team Leader, you will be responsible for overseeing the activities of a team of auto-technicians by allocating workload, tools, floor space and materials to facilitate efficient completion of scheduled repairs and services.
 
 
 
 
 
 
 
 Job Responsibilities:
 
 
 
 <ul>
 <li>
 Conduct regular performance reviews, coach, counsel, and provide support and necessary tools. Create and ensure the implementation of training plans and programs to enable the team to accomplish their tasks efficiently.
 </li>
 <li>
 Cross-check the original customer complaint in the pre-order form against the job card labor operation to ensure agreed repairs are all concluded.
 </li>
 <li>
 Delegate/supervise repair orders to auto technicians and allocate job cards to align the jobs to the skill set and efficiency level to achieve the Fixed Right First Time (FRFT) Target.
 </li>
 <li>
 Discuss repair requirements with the service advisor and ensure customer approval and understanding of needed repairs.
 </li>
 <li>
 Effectively follow up and oversee progress for each job order to meet the agreed deadlines and check parts ordering status on a daily basis.
 </li>
 <li>
 Independently conducting all tests and measurements for troubleshooting in accordance with the specifications provided by the manufacturer for all vehicles.
 </li>
 <li>
 Promote safety rules defined for the equipment, instruments, and products. Prepare and conduct every vehicle for a final check and further quality control audit.
 </li>
 <li>
 Team Leader will be closely working with Customers, the department manager and the service team to ensure a high level of customer satisfaction (CSI) and optimum utilization of workshop premises.
 </li>
 </ul>
 
 
 
 
 
 
 Requirements &amp; Qualifications:
 
 
 
 <ul>
 <li>
 Bachelor's Degree in Mechanical Engineering or Equivalent is preferable
 </li>
 <li>
 1-3 years of relevant experience as Team Leader or Workshop Engineer (Preferably in Authorized dealers or Sub Dealers)
 </li>
 <li>
 Very Good to Excellent Level of English
 </li>
 </ul>
 
 
 
 
 
 
 Job-specific Skills:
 
 
 
 <ul>
 <li>
 Excellent technical skills.
 </li>
 <li>
 In-depth knowledge of the products
 </li>
 <li>
 Excellent communication and negotiation skills.
 </li>
 <li>
 Leadership skills
 </li>
 <li>
 Decision making
 </li>
 <li>
 Problem-solving
 </li>
 <li>
 Team building skills
 </li>
 </ul>
</div>

Workshop Team Leader

Al-Futtaim Automotive

<div>
 
 Job Requisition ID:
 
 171058
 
 
 Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group&rsquo;s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
 
 
 By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day
 
 
 
 Overview Of The Role
 
 
 
 We are looking for a dedicated and proactive Parts Executive to join our team. This role is crucial in ensuring smooth workflow, efficient customer handling, and achieving sales targets for both B2B and retail operations. The Parts Executive will oversee counter sales, including logistic activities, and support retail sales performance
 
 
 
 What You Will Do
 
 
 
 <ul>
 <li>
 Oversee customer requests and B2B market needs, ensuring timely delivery processes and high customer satisfaction
 </li>
 <li>
 Achieve monthly and annual sales targets for counter sales, including tires, oils, batteries, and parts
 </li>
 <li>
 Monitor and analyze sales performance, ensuring proper stock availability and accurate pricing
 </li>
 <li>
 Address and resolve customer complaints promptly, maintaining high customer satisfaction
 </li>
 <li>
 Conduct weekly performance reviews and provide accurate quotes for all parts
 </li>
 <li>
 Support promotional campaigns and initiatives with B2B workshops and authorized dealer
 
 
 </li>
 </ul>
 
 Required Skills To Be Successful
 
 
 
 <ul>
 <li>
 B.Sc. or equivalent education
 </li>
 <li>
 3-5 years of experience, preferably within the automotive industry
 </li>
 <li>
 Strong communication skills in both Arabic and English
 </li>
 <li>
 Proficiency in Microsoft Office tools and basic accountin
 
 
 </li>
 </ul>
 
 About The Team
 
 
 
 You will be part of a dynamic and collaborative team within the automotive division, working closely with various departments including marketing, IT, and customer service. Our team is dedicated to achieving high sales performance and ensuring customer satisfaction
 
 
 
 What Equips You For The Role
 
 
 
 Your previous experience in the automotive industry, combined with your strong communication and analytical skills, will equip you for success in this role. Your proactive and motivated approach, along with your ability to manage time effectively and handle customer interactions professionally, will make you a valuable asset to our team
 
 
 
 About Al-Futtaim Automotive
 
 
 
 A major division of the UAE-based Al-Futtaim Group of companies,
 
 Al-Futtaim Automotive
 
 is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
 
 
 Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world&rsquo;s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
 
 
 We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
 
 
 We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial &amp; construction equipment.
 
 
 What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path.
 
 This is Al-Futtaim Automotive and we empower talent to move forward.
 
</div>

Parts Sales Executive | Al-Futtaim Automotive | Nile Trading & Enterprises

invygo

<div>
 As a Customer Support Specialist, you are responsible for driving world class customer experience, answering our customers calls, Chats or email as assigned in a timely manner with outstanding emotionally intelligent support in the GCC markets. You are a brand champion, with incredible problem-solving skills and are not afraid of difficult questions, troubleshooting issues with the customer and providing as much information as possible to the Tech team to resolve it in record time.
 
 
 You work efficiently, multitask and address customers with a positive &amp; can-do attitude to offer the most amazing, friendly, and helpful CX. You are an excellent listener, passionate and empathetic and utilize these strong assets to ensure positive communication when dealing with all stakeholders internally &amp; externally, especially with our lovely customers. You are the voice of the customer in Invygo and promote their feedback internally driving insights to the Product/Dev. teams to enhance their experience through product improvement.
 
 
 You report to the Customer Support Team Leader and work in a multicultural environment with great possibility of growth &amp; development.
 
 
 
 What You Will Do
 
 
 
 <ul>
 <li>
 Manage customer issues and resolution on a day-to-day basis in GCC through calls, chats or emails as assigned
 </li>
 <li>
 Offer exceptional Customer Experience in every interaction, both with the customers and the car-dealers but also with your Invygo teammates internally
 </li>
 <li>
 Handle many requests &amp; solve complaints with ease and confidence
 </li>
 <li>
 Achieve Individual &amp; Team KPI: SVL, CSAT, Chat bot performance and other contact handling metrics
 </li>
 <li>
 Participate in developing new processes to gain efficiency &amp; develop new products to enhance customer experience working cross-functional: partner with engineering &amp; data team, build relationships with the car-dealers, support marketing with feedback loop initiatives, etc
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Work experience in Customer Service or Customer Experience industry
 </li>
 <li>
 Fluent English is a must
 </li>
 <li>
 Flexibility to work from office
 </li>
 <li>
 You have great Computer, Office and Google suite skills or experience with other similar platforms
 </li>
 <li>
 You possess excellent troubleshooting and multi-tasking skills
 </li>
 <li>
 You are extremely organized and able to structure your day to achieve your targets
 
 
 </li>
 </ul>
 
 What We Like
 
 
 
 <ul>
 <li>
 You are passionate about helping people and have outstanding communication skills
 </li>
 <li>
 You are comfortable working in a startup environment
 </li>
 <li>
 You are committed to drive continuous Customer Satisfaction improvement
 </li>
 <li>
 You have great attention to detail at a high speed
 </li>
 <li>
 You show a positive &amp; can-do attitude, taking ownership of ongoing issues, including those that haven't necessarily been assigned to you, going the extra mile for the customer and eager to solve the root cause rather than taking the easy way out
 </li>
 <li>
 You are a great team player and appreciate to work both individually and as a team
 </li>
 </ul>
</div>

Customer Support Specialist

<div>
 At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we&rsquo;ll give you what you need to make it happen. It won&rsquo;t always be easy, growing takes grit. But at ABB, you&rsquo;ll never run alone. Run what runs the world.
 
 
 This Position reports to:
 
 
 Operations Manager - BL Excitation(AMEA)
 
 
 On this position you will execute service work with low to medium complexity according to work instructions and in accordance with ABB standard processes, quality standards and safety guidelines. Deliver quality customer service to satisfy customers. In close co-operation with customer and other ABB teams, take actions to identify new Service business opportunities for ABB. This role is created to position in Egypt.
 
 
 
 You will be mainly responsible for:
 
 
 
 <ul>
 <li>
 Applying safety rules and safe practices as well as environmental responsibilities
 </li>
 <li>
 Reporting unsafe practices and incidents
 </li>
 <li>
 Contributing to customer satisfaction by planning and executing Service work according to customer order and expectation
 </li>
 <li>
 Having clear understanding of sense of urgency and care in the direct area of responsibility
 </li>
 <li>
 Ensuring customer retention by delivering superior customer experiences and effectively communicating service work timeline and expectations
 </li>
 <li>
 While on-site, working with the customer to identify opportunities for improving the customers operations and eliminating pain points
 </li>
 <li>
 Utilizing the local practices for notifying the account team of opportunities
 </li>
 <li>
 Performing field service tasks, identifying technical problems and making analysis through remote or on-site activity in service categories and products for which they are certified to perform
 </li>
 <li>
 Coaching associate technicians and associate engineers
 </li>
 <li>
 Preparing material lists needed for service activity and ensuring that all materials, parts and equipment are available and at the appropriate quality for Service activities
 </li>
 <li>
 Preparing all documents and customer reports to be signed by the customer representative. Utilizing all relevant tools
 </li>
 <li>
 Reporting work done in a timely manner and following up when needed
 </li>
 <li>
 Troubleshooting Equipment/Process failures, requesting proactive corrective actions, and making recommendations to avoid repeating the problem in the future
 </li>
 <li>
 Proactively planning and executing work on a first-time right approach with customers, and ensuring the job is done on time and on quality
 </li>
 <li>
 Identifying improvement needs and potential solutions for them in the way of working
 </li>
 <li>
 Providing technical guidance to associates
 </li>
 <li>
 Acting as trainer when needed, for field service associates and customers
 
 
 </li>
 </ul>
 
 Qualifications for the role:
 
 
 
 <ul>
 <li>
 You have a Bachelor&rsquo;s degree or equivalent qualification, with experience in excitation commissioning and troubleshooting
 </li>
 <li>
 You have at least 5 years of experience on similar position
 </li>
 <li>
 You possess experience in excitation commissioning and troubleshooting (must-have)
 </li>
 <li>
 Possess experience with Word and Excel
 </li>
 <li>
 You possess ABB certification in excitation commissioning (nice-to-have)
 </li>
 <li>
 You have fluent spoken and written English and Arabic
 
 
 </li>
 </ul>
 We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.
</div>

Field Service Engineer

QStaffers

<div>
 
 
 QStaffers
 
 is currently hiring a
 
 Client Affairs Director
 
 for one of our partners, a global leader in the real estate field.
 
 
 
 
 
 
 Job Summary:
 
 
 
 
 
 
 Responsible for building and maintaining strong, long-term relationships with the company's clients. The Director will lead client relationship management efforts, oversee requests and complaints resolutions, and ensure client satisfaction across all touchpoints. Furthermore, manages the resolution of technical client inquiries and oversees the smooth and efficient unit handover process.
 
 
 
 
 
 
 Responsibilities:
 
 
 <ul>
 <li>
 Lead and manage the Client Affairs department, ensuring efficient and effective operations.
 </li>
 <li>
 Build and maintain strong relationships with clients through regular communication and personalized service.
 </li>
 <li>
 To be the Customer&rsquo;s primary senior point of contact within the company for all escalated unresolved issues.
 </li>
 <li>
 Proactively identify and address potential client concerns and issues.
 </li>
 <li>
 Develop and implement strategies to enhance client satisfaction across all touchpoints.
 </li>
 <li>
 Conduct regular client satisfaction surveys and analyze feedback to identify areas for improvement.
 </li>
 <li>
 Increase the value that the company delivers to a customer and deliver continual service improvement.
 </li>
 <li>
 Ensure full compliance of the agreed solutions and services to meet customer needs.
 </li>
 <li>
 Proactive monitoring of agreed Service levels to deliver exceptional service.
 </li>
 <li>
 Ensure an exceptional client experience throughout the entire customer lifecycle.
 </li>
 <li>
 Manage and resolve client issues related to unit handover, such as delays, quality concerns, and engineering issues.
 </li>
 <li>
 Coordinate with construction, legal, and finance teams to ensure a smooth and efficient handover experience for clients.
 </li>
 <li>
 Monitor and track key handover metrics to identify areas for improvement.
 </li>
 <li>
 Oversee the day-to-day operations of the Client Affairs team, ensuring efficient and effective workflow.
 </li>
 <li>
 Present a monthly high-level dashboard of all operations; highlight trends and improvement opportunities.
 </li>
 <li>
 Overall ownership of maintaining up to date Customer information in the relevant databases and repositories.
 </li>
 </ul>
 
 
 
 
 
 
 <ul>
 <li>
 
 Requirements
 
 :
 </li>
 <li>
 Bachelor&rsquo;s degree in business administration, marketing, or a related field.
 </li>
 <li>
 15+ years of experience in client relationship management, or a similar role.
 </li>
 <li>
 Proven track record of success in building and maintaining strong client relationships.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 Special requirements:
 
 </li>
 <li>
 Excellent communication, interpersonal, and presentation skills.
 </li>
 <li>
 Strong negotiation and influencing skills.
 </li>
 <li>
 Ability to build and maintain strong relationships with internal and external stakeholders.
 </li>
 <li>
 Strong analytical and problem-solving skills.
 </li>
 <li>
 Proficiency in CRM systems (e.g., Salesforce, SAP) and Microsoft Office Suite.
 </li>
 </ul>
 
 
 
</div>

Client Affairs Director

<div>
 At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we&rsquo;ll give you what you need to make it happen. It won&rsquo;t always be easy, growing takes grit. But at ABB, you&rsquo;ll never run alone. Run what runs the world.
 
 
 This Position reports to:
 
 
 Project Operations Manager
 
 
 
 
 Your Role And Responsibilities
 
 
 
 
 You will be mainly accountable for:
 
 
 
 <ul>
 <li>
 Leading the projects/orders delivery activities in terms of planning, scheduling, cost &amp; scope
 </li>
 <li>
 Delivering successfully orders amounting to at least 4 MUSD and ensuring revenue recognition on time
 </li>
 <li>
 Improving cash conversion cycle through flawless execution
 </li>
 <li>
 Improving projects/orders GM% and NM% with at least 2&ndash;3%
 </li>
 <li>
 Coordinating closely with country, division and BU functions to ensure proper resources planning
 </li>
 <li>
 Planning, managing and controlling all project/order activities targeting customer satisfaction in line with project cost and time dimension
 </li>
 <li>
 Managing subcontractors, suppliers and site works according to project targets
 </li>
 <li>
 Ensuring customer satisfaction through OTD, quality and flawless execution
 </li>
 <li>
 Coordinating closely with factories to ensure improved delivery and cost optimization
 </li>
 <li>
 Achieving cost saving of at least 3% every year
 
 
 </li>
 </ul>
 
 Qualifications for the role:
 
 
 
 <ul>
 <li>
 You have a BSC degree in Engineering, (Electrical &amp; Mechatronics are preferable)
 </li>
 <li>
 You have a minimum of 2&ndash;3 years of experience in project management
 </li>
 <li>
 You possess fluency in both spoken &amp; written English &amp; Arabic language, French is a plus
 </li>
 <li>
 You possess drives/motors technical knowledge coupled with good knowledge about main industry segments
 </li>
 <li>
 You have a significant record of successful projects completion
 </li>
 <li>
 You possess knowledge of the Egyptian market drivers/needs
 </li>
 <li>
 You possess customer relationship management (CRM) skills
 </li>
 <li>
 You possess knowledge of ABB core values, organization and different cultures either globally, regionally or on country level
 </li>
 <li>
 You are at ease working under stress while doing multifunction tasks
 
 
 </li>
 </ul>
 We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.
</div>

Associate Project Manager

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