36 Call Center Manager jobs in Kuwait

Job Description - Contact Center Representative - solutions by stc (2100017)

Role: To provide on-the-ground support to the customer care function by handling and resolving customer queries under the supervision of a team leader.

Responsibilities:

1. Attend to customer queries and ensure the achievement of customer service targets regarding response time and query resolution.
2. Provide rapid responses to queries from affiliates and customers.
3. Ensure all customer transactions are completed to the satisfaction of the customers, in accordance with service level agreements, and keep customers informed about resolutions.
4. Maintain a current knowledge of the company’s products, services, and solutions to assist customers effectively and achieve desired results.
5. Follow and monitor guidelines, policies, processes, and procedures to ensure customer data confidentiality and protection at all times.
6. Support the Team Leader to enhance the customer experience.
7. Handle shifts as necessary, as directed by the supervisor.
8. Participate in team meetings and contribute to communication plans. Perform other duties as assigned by the Director, Manager, or other superiors.

Qualifications:

• High School Diploma or Two-year Diploma
• Basic English skills; spoken, listening, and written

Job Description - Contact Center Representative - solutions by stc (2100017)

Description

Role: to provide on the ground support to the customer care function in handling and resolving customer queries under the supervision of a team leader.

Responsibilities:

• Attend to customer queries and ensure achievement of customer service targets in terms of response time and query resolution.
• Provide rapid response to queries from affiliates and customers.
• Ensure that all customer transactions are completed to the satisfaction of the customers in accordance with service level agreements and ensuring that the customers are informed on resolution.
• Maintain the required knowledge level of the company’s products, services & solutions to ensure assisting the customers effectively whenever required as to guarantee achieving the required results.
• Follow and monitor the agreed on guidelines, policies, processes & procedures to ensure staff maintains the customers’ data confidentiality and protection at all times.
• Provide support to the Team Leader in order to enhance the customer experience.
• Handle a shift if necessary as directed by supervisor.
• Contribute to the communication plan through attendance of regular team meetings. Perform other duties as directed by Director, Manager or other superiors.

Qualifications:

• High School Diploma or Two years Diploma
• Fair English skills; spoken, listening & written

Your salary is a tax-free, all-inclusive package! You will have a direct and permanent employment with our client for either 2 or 3 years. They offer 30 days of annual paid leave, along with annual study leave depending on your position. Your salary may increase through their commission scheme if applicable. They cover healthcare insurance or treatment, provide medical malpractice insurance, and other benefits as per company policy.

Who you are
You possess key skills, qualities, and experience that enable you to successfully lead and support a customer service team while maintaining high standards of service delivery.

Skills & Competencies:

• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Ability to handle customer complaints and difficult situations professionally and empathetically.
• Strong problem-solving and decision-making abilities.
• Proficiency with customer service software, CRM systems, and Microsoft Office Suite.
• Excellent organizational and time-management skills, with the ability to manage multiple priorities.

Education & Qualifications:

• Bachelor's degree in Business, Communications, or a related field (preferred), or equivalent work experience.
• Minimum of 3-5 years of experience in contact or call center operations, with at least 1-2 years in a supervisory role.
• Experience in Banking or Telecom Industry.
• Proven track record of managing and motivating a team to meet performance goals.

Description
In this role, you will oversee the daily operations of the customer service team, ensuring the highest level of customer satisfaction and achieving departmental goals. Responsibilities include supervising customer service representatives, training staff, resolving complex customer inquiries, and ensuring compliance with company policies and standards.

Role & Responsibilities:

• Supervise a team of customer service representatives, ensuring effective performance and achievement of targets.
• Provide coaching, guidance, and feedback to enhance individual and team performance.
• Foster a positive, collaborative environment that encourages professional growth and high morale.
• Manage daily shift schedules to meet customer demand.
• Conduct team meetings to discuss performance, updates, and concerns.
• Oversee resolution of complex customer issues promptly and professionally.
• Review customer interactions to maintain quality standards.
• Develop strategies to improve customer satisfaction and loyalty.
• Monitor service metrics and implement corrective actions as needed.
• Track KPIs such as response time, resolution time, and customer satisfaction scores.
• Identify training needs and organize ongoing training programs.
• Refine workflows to enhance operational efficiency.
• Ensure adherence to company policies and standards.
• Gather and share customer feedback with management.
• Oversee the use of customer service tools and technologies.

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WORKING HOURS 8:00 AM to 8:00 PM (8 Hours Shift - based on Nature of Work)

CLOSING DATE

This is a full-time, on-site Customer Service Advisor role at Al Zayani Automotive in Kuwait City.The Customer Service Advisor will be responsible for providing customer support, ensuring customer satisfaction, and maintaining a high standard of customer service on a day-to-day basis.

Receive all incoming calls, greet callers and route calls to appropriate personnel promptly and efficiently.

Provide customers with accurate information at all times.

Address the customers in a friendly tone and provide them with the best experience possible, minimising customer wait/hold time.

Create complaint tickets correctly and in adherence with policies and procedures.

Update the database with the most recent customer information.

Per company policies and procedures, make the requisite attempts to handle customer complaints promptly and effectivelyand escalate cases to superiors if necessary.

Note messages from external callers in case the concerned employee is unavailable and ensure the message is delivered.

Escalate cases that require intervention by the Call Service Manager.

Assist colleagues and foster an environment of teamwork and collaboration.

Ensure that all phone lines are working correctly. Report malfunctions to the Head Office and alert phone technicians for rectification.

Participates in project work where applicable.

Between 25-30

FEMALE

A diploma, University degree, or Bachelor’s Degree in Business Administration or Marketing is preferable.

Minimum 2-4 years in a similar position or related to business.

Relevant Experience: 0-2 years of experience in the automotive industry.

• Prior experience in a customer service role
• Bilingual (Fluency in Arabic and English languages)
• Willing to work two shifts
• Customer-focused Service, Telephone Manners, and Customer Support skills
• Strong communication and interpersonal abilities
• Problem-solving skills and ability to adapt to various situations
• Previous experience in a customer service role
• Knowledge of luxury automotive brands is a plus

Position Applying For * Executive Secretary Accountant Office Boy Sales Manager Sales Executive Warranty Administrator Receptionist Marketing Manager Digital Marketing Executive Graphics Designer Social Media Executive Service Manager Service Advisor Auto Technician Auto Painter Auto Denter Quality Controller-Road Tester Team Leader - Service Customer Service Advisor Public Relation Officer Diagnostic Auto Technician

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How did you hear about us? * LinkedIn Al-Zayani Career Website Social Media Job Boards Referral

By clicking the submit button below, I certify that all the information I provided on this application is accurate and true to my best understanding.I understand that if any false information, omissions, or misrepresentations are found, my application will be rejected, and if Al-Zayani employs me, my employment will be terminated at any time.I also understand and agree to follow the company policies and procedures and that the terms and conditions of my employment can be changed, with or without prior notice, by the company at any time.

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The Customer Service Representative - Credit is tasked with providing credit solutions to customers by engaging with them and evaluating their needs. Coordination with the sales team is required to ensure that sales targets are met and, that credit specific KPI’s are achieved through meeting company standards in ensuring that all transactions are accurate, compliant, meet SLA, and maintain the highest level of customer relation and satisfaction by handling related issues within the area of responsibility.

• Processing all credit transactions for electronics, Furniture and online.
• Validate and ensure documentation compliance, and authenticity.
• Assessing creditworthiness of clients and taking adequate steps to ensure receipt of payments and recovery of debts.
• Ensure accuracy of all calculations.
• Follow-up on approval of credit applications, transactions, exceptions and other related processes to ensure that SLA’s are met on all fronts.
• Ensure that the Individual monthly sales targets is met.
• Ensure that the company standard for customer satisfaction is met and maintained.
• Selling related Easy Credit products and Services
• Credit collection & instalment payment from customers including Down-Payments, early settlements, Overdue, legal and late payment charges collection.
• Issuing Clearance certificates and Deals certificates for normal transactions ( not legal - no early settlement )
• End-Of-Day Transactions batches.
• Cash and K-Net reconciliation at End-Of-Day Batches

• 0 – 2 years of experience.
• 2-year Diploma in a relevant field.
• Customer-centric attitude.
• Excellent communication skills.
• Basic computer skills.
• Bi-lingual (Arabic/English) preferred.

1. Receive incoming calls at the call center. Maintain COMPANY standard etiquettes for calls (i.e., greeting and being polite).
2. Analyze the type of call and ensure proper understanding of the customer need, taking necessary actions based on the need.
3. Acknowledge, act, and respond to any emails received for the customer care team in a timely manner.
4. Promote COMPANY services, provide rates (cash), and sell COMPANY products and services for incoming inquiries.
5. Forward any potential leads to the sales administrator.
6. Arrange for pick-up bookings via CORE.
7. Arrange for all RPI bookings from local BH customers and other COMPANY offices as per the standard RPI booking process.
8. Prepare job cards for all inbound requests via partner network and forward them to Finance on a daily/weekly basis.
9. Handle inquiries regarding shipment status, tracking, and updating customers with information about their shipments.
10. Open tickets in case of any service failures and monitor for resolution and closure of tickets.
11. Handle all incoming tickets for the CS team as assigned. Coordinate with other departments, reassign, resolve, and close tickets as per COMPANY standards and timelines.
12. Handle all customer complaints. Receive, log, coordinate, prepare necessary documents, escalate, open tickets, and resolve all customer complaints depending on the severity, type of complaint, and as per COMPANY guidelines on standard complaint handling processes.
13. Coordinate with customers, prepare, and forward any claim documents to the relevant department as per the claim process.
14. Coordinate and facilitate any investigation for lost or damaged shipments with customers and/or any other COMPANY internal departments.
15. Ensure all customer service reports and data are provided to the Supervisor/Manager on time and as per set deadlines.
16. Ensure all customer service-related documents are retained, filed, and archived as per COMPANY standards.
17. Perform any other assignments as required/requested by your supervisor or manager.