Role and Responsibilities 

1. Sets the customer service department strategy in alignment with the company objectives 
2. Optimizes operations, improves quality and customer experience and drives cost reduction initiatives. 
3. Coordinates properly with the different departments and report and/or propose ways to enhance customer related operational processes  
4. Sets communication procedures, guidelines, and policies and makes sure they are always being implemented and maintained. 
5. Researches and identifies the new and most efficient customer service trends, in addition to software and/or platforms upscaling the know-how. 
6. Plans and executes the transformation of different manual-based tasks into automated channels to increase efficiency. 
7. Sets and modifies the rules of the NokNok CS manual in a way that would meet customer and business needs. 
8. Prepares and aligns the scheduling of the shifts of all the customer service agents.  
9. Develops and implements a strategy to attract and retain customers. 
10. Reports any hazards or risks in addition to accidents/incidents to the QHSE department while complying to the IMS Policy 
11. Controls the quality of service offered to customers by reporting incidents based on wrong practice or procedure; and working with different departments, ensuring quality 
12. Trains and follows-up closely on all the CS agents ensuring implementing the appropriate ways to deal with all situations (clients and internal operation)  
13. Participates and manages the recruitment and back-up planning of potential customer service agents.  
14. Submit all CS reports to Top Management 
15. Perform other duties as assigned 

Education Requirements 

1. Bachelor’s Degree in Business Administration, Marketing or equivalent 
2. Master’s degree is a plus 

Knowledge, Skills& Abilities 

1. English language, French is a must 
2. Communication Skills  
3. Computer skills 
4. Stress and Time Management Skills 
5. Organizational skills  
6. Analytical Skills 
7. Negotiation skills 
8. Business ethics  
9. Problem-solver 
10. Initiative taker  
11. Team player  
12. Emotional Intelligence 
13. People oriented  
14. Confidentiality  
15. Patient 
16. Phone etiquette 

Physical Effort  

1. Sitting on the screen for long hours  
2. Visiting occasionally the warehouses  

Work Environment  

80% Office, 20% Site visits