وصف الوظيفة
Role Overview
Customer Excellence Specialist at Ziina, a fast-growing UAE-based fintech. Based in Dubai, with regular travel to partner sites as needed.
Company Overview
Ziina is a fast-growing UAE-based fintech reshaping how people pay and get paid. The company is scaling its customer experience operations across multiple markets, including a new partner site in Jordan.
Role Purpose
You will serve as the key point of contact between Ziina and its outsourced support partner, translating customer experience strategy into clear operational plans and driving performance improvements across the support operation.
Key Responsibilities
Stakeholder Management & Partnership
- Act as a key point of contact between Ziina and the outsourced support partner.
- Translate CX strategy into clear operational plans and activities for the team.
- Communicate clearly with both customers and internal stakeholders.
- Travel periodically to partner sites to run training, audits, or hands-on support during ramp-ups or launches.
Performance Monitoring & Optimization
- Monitor and drive performance against CX KPIs (SLAs, CSAT, quality scores) across the operation.
- Identify gaps and course-correct with the partner.
- Analyze CX data and metrics to surface insights.
- Make data-driven decisions to improve processes and customer satisfaction.
- Deliver measurable gains in CSAT, resolution time, or other key CX metrics.
Process & Workflow Design
- Design and refine support processes and workflows to reduce wait times and improve efficiency.
- Maintain consistency across sites.
- Identify recurring customer issues and implement proactive solutions to prevent them.
- Transform customer insights into impactful product enhancements or process changes.
Quality Assurance & Coaching
- Conduct quality evaluations on tickets and interactions to uphold Ziina's service standards.
- Provide structured coaching and feedback to team leads and agents.
- Coach, train, and provide constructive feedback to build team skills and drive performance.
- Enforce adherence to schedules and operational standards to ensure consistency.
Knowledge & Resources
- Own and evolve the knowledge base to ensure agents and AI tools have accurate, up-to-date information.
- Work cross-functionally with Product, Compliance, and Ops to resolve root causes and secure the tools and resources CX needs.
- Create innovative tools or resources that significantly improve the customer experience.
Workforce Planning
- Support workforce planning activities including scheduling, workload allocation, and forecasting.
- Partner with the outsourced team on these activities.
- Plan and manage team schedules to maintain coverage and meet service-level targets.
Qualifications & Experience
- 4+ years of experience leading or mentoring a customer support team.
Skills & Competencies
- Coach, train, and provide constructive feedback.
- Anticipate customer pain points and resolve them before they impact satisfaction.
- Fluent in written and spoken Arabic (preferred).
Additional Information
- Based in Dubai with regular travel to partner sites as needed.
الراتبغير مُفصح عنه من صاحب العمل
آخر موعد—