Customer Service Supervisor Required in Dubai

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Responsibilities

Team Leadership:

· Manage, coach, and inspire a team of customer service representatives to ensure they meet and exceed performance targets and deliver outstanding customer experiences.

· Provide ongoing training, development, and feedback to team members to enhance their skills and knowledge.

Sales Focus:

· In still a sales-driven mindset within the customer service team, encouraging upselling and cross-selling opportunities during customer interactions.

· Collaborate with insurance providers to align customer service efforts with revenue generation goals.

Call Center Operations:

· Apply comprehensive knowledge of call center operations to optimize workflow, ensuring efficient call handling, minimized wait times, and effective issue resolution.

· Monitor call metrics and performance indicators, making real-time adjustments as necessary to maintain high service levels.

Client Interaction:

· Handle escalated client inquiries, demonstrating expertise in insurance products and navigating complex client interactions.

· Set the standard for exceptional customer service and sales techniques, fostering a client-centric and revenue-oriented culture within the team.

Product Expertise:

· Demonstrate an in-depth understanding of retail insurance offerings, particularly personal lines products such as motor, home, travel.

· Keep abreast of industry trends and regulatory changes to provide accurate and up-to-date information to both clients and team members.

Process Improvement:

· Identify opportunities for process enhancement within the customer service department and collaborate with management to implement improvements.

· Streamline procedures to ensure smooth handling of client inquiries, policy changes, claims, and other related tasks.

Communication Channels:

· Oversee client interactions across various channels, including phone, email, chat, and social media, ensuring consistent and effective communication.

· Coordinate with other departments to facilitate seamless information flow and issue resolution.

Data Analysis:

· Utilize data-driven insights and performance metrics to assess team performance, recognize sales trends, and implement strategies for continuous improvement.

Training and Development:

· Conduct comprehensive training sessions for new hires, ensuring they are well-prepared to excel in their roles, both in service and sales.

· Organize ongoing training to keep team members updated on product knowledge, sales techniques, and call center best practices.

Qualifications

Minimum 3years UAE experience in Insurance Industry

Excellent verbal and written communication skills

Excellent customer service skills

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https://ae.linkedin.com/jobs/view/customer-service-supervisor-at-esanad-3718190185?