Seddiqi Holding is a Family-owned and managed company with a unique, diversified portfolio of businesses and brands across numerous sectors. The business includes Ahmed Seddiqi & Sons, Seddiqi Properties, Swiss Watch Services and Mizzen.

We are looking for a Senior Customer Service Executive who will be responsible for attending promptly to customers and prospects across all the contact center channels and offering an effective, consistent, and professional service including outbound calls according to provided scripts to support all business units operations in the group.

The job holder provides administrative support and shadowing to the line manager by assisting the CX executives on their day-to-day operational matters, escalating cases and following up with functional departments as well as brand management to ensure smooth functioning with high level of customer satisfaction

Key Responsibilities

Operational

• Provide exceptional customer support by promptly responding to inquiries, resolving issues, and addressing concerns as well as complaint handling.
• Troubleshoot and coordinate solutions for customer concerns, collaborating with various departments as required.
• Highlights concerns including productivity, performance and/or call load split to the line manager for appropriate actions.
• Assists line manager when required in validating recorded data and in performing quality checks on recorded calls for Customer Service associates.
• Orients new hires on all contact centre tasks, including systems to ensure maximum readiness.
• Escalates cases pending action after 1 working day of initial recording to Line Manager for further follow-up and resolution
• Assists the line manager when required in briefing the team on daily basis on important issues/highlights for the day to day operation
• Handles issues which require to be liaised with brand coordinators with functional departments
• Gathers important procedure issues and recommends additions, amendments, and updates to the CX Team leader and CX quality team
• Highlights areas of improvement for Customer Service Executives’ performance and quality
• Handles several types of enquiries coming via all channels within the defined SLA's, to serve customers more efficiently, consistently and collects details including consent for future CRM communications.
• Handles and registers complaints received internally and externally from customers by acknowledging the customers and providing resolutions while updating the system with the necessary fields for complaints management and analysis within the defined SLA's
• Maintain data accuracy while capturing, amending and confirming customer details on new and existing customers’ profiles.
• Supports CX executives in handling interactions that requires a senior or Team Leader intervention as the next escalation level.
• Analyze and asses reports and dashboards to provide insights and recommendations to the line manager.

In order to be successful in this role, you should have:

• Bachelors degree or equivalent.
• 1 to 3 years of job-related experience and minimum of 1–2-years team management would be a plus .
• Bilingual (English/Arabic) communication skills.
• Knowledge on Microsoft Office Suite.

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