Job Description

Roles & Responsibilities

Position Summary
The role manages customer service supervisors and multi channel frontline teams, ensuring service excellence, operational efficiency, KPI achievement, and a consistent, high quality consumer experience aligned with Nestl Waters standards.

This role acts as a key link between management and frontline operations, driving performance, coaching leadership capability, and continuously improving customer journey and service processes.

Key Responsibilities

People Leadership & Team Management

• Lead, coach, and develop Customer Service Supervisors and their frontline teams.
• Ensure consistent leadership standards, performance management, and accountability.
• Conduct performance reviews, calibrations, and development discussions.
• Ensure effective workforce planning, shift coverage, and resource optimization.
• Promote a consumer centric, high performance culture.

Contact Center Operations

• Oversee daily operations across all customer contact channels:
• Voice
• Live chat
• Email
• WhatsApp
• Social media
• Monitor operational KPIs and ensure SLA and service level compliance.
• Support supervisors in handling escalations, critical incidents, and operational risks.
• Ensure operational stability during peak subscription and delivery cycles.

Customer Experience & Escalation Management

• Ensure delivery of a consistent and high quality customer experience.
• Manage complex and sensitive escalations including:
• Delivery failures
• Subscription and billing disputes
• Product quality complaints
• VIP and high risk consumer cases
• Drive service recovery and retention initiatives.
• Identify recurring customer pain points and recommend corrective actions.

Subscription & FMCG Operations Support

• Support end to end subscription lifecycle (renewals, cancellations, reactivations, upgrades).
• Collaborate closely with logistics, warehouse, and delivery teams to minimize customer impact.
• Monitor trends related to delivery quality, stock availability, and service consistency.
• Ensure urgent handling of perishable FMCG complaints.

Performance Management & Reporting

• Analyze supervisor and team performance using dashboards and reports.
• Track and improve key KPIs, including:
• CSAT & NPS
• SLA adherence
• First Contact Resolution (FCR)
• Average Handling Time (AHT)
• Escalation rates
• Customer retention & churn
• Agent productivity
• Prepare and present performance insights, risks, and action plans to management.

Quality Assurance & Continuous Improvement

• Ensure compliance with SOPs, quality standards, and service policies.
• Lead quality improvement initiatives and process enhancements.
• Partner with QA and Training teams to close skill gaps.
• Drive consistency in customer interactions across all teams.

Cross Functional Collaboration

• Work closely with:
• Logistics & Supply Chain
• E commerce Operations
• CRM & Marketing
• Finance & Billing
• Product & Technology
• Proactively escalate operational and customer impacting risks.
• Contribute to strategic initiatives to enhance customer journey and efficiency.

Technical & Systems Skills

• CRM platforms (e.g., Salesforce, Zendesk, Freshdesk)
• Contact center and workforce management systems
• KPI reporting dashboards
• Microsoft Excel / Google Sheets
• Omnichannel customer support platforms

Key Performance Indicators (KPIs)

• CSAT & NPS
• SLA Achievement
• First Contact Resolution (FCR)
• Escalation Management Efficiency
• Customer Retention & Churn Reduction
• Supervisor & Team Productivity
• Quality Assurance Scores
• Complaint Resolution Time
• Overall Operational Efficiency

Desired Candidate Profile

Qualification and Requirements

• Bachelor s degree in Marketing or related field.
• Minimum 5 years of experience in Customer Service & leading a team.
• Excellent command of Arabic and English.