📣 Job Ad

Join Our Team as a Customer Service Manager!
As a vital part of The Chefz, the Customer Service Manager will lead and manage all customer service operations within our application, ensuring an exceptional experience across all touchpoints.

Key Responsibilities:

• Prepare and submit weekly operations and development reports to senior management, ensuring accuracy and timeliness.
• Oversee the Employee of the Week recognition program by reviewing customer feedback and collaborating with the Internal Communications team.
• Manage team schedules and coordinate closely with the Workforce Management (WFM) team.
• Monitor team performance against quality scores and KPIs, driving continuous improvement.
• Attend Extensya meetings, tracking work progress and addressing open issues.
• Work with WFM on forecasting and staffing to maintain optimal coverage.
• Collaborate with Training and Quality teams to enhance team performance and service standards.
• Address staffing gaps through efficient replacement management.
• Ensure timely processing of financial transactions submitted by the team.
• Coordinate with the Marketing team regarding campaigns and promotional updates affecting customer service.
• Act as a primary contact with various internal teams including Operations Excellence, Quality, and Driver Care.
• Lead, coach, and develop supervisors and staff, fostering a culture of high performance.

Job Requirements:

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Minimum of 5 years of customer service experience with at least 2 years in a managerial role.
• Experience in the food-tech, e-commerce, or delivery-app sectors is preferred.
• Strong leadership skills and an ability to motivate teams.
• Data-driven mindset experience in tracking KPIs and operational reports.
• Excellent communication skills in both Arabic and English.