Customer Success Team Lead
Dubai, United Arab Emirates
Job Description
Who we are:
Built by a passionate team of problem-solvers, Ajar is a mobile cloud service built for the real estate market in the MENA region that uses technology to offer a quick and efficient rent payment & collection solution as well as property management solution, making life easier and rewarding for both landlords and tenants. Ajar has also been quoted as UAE's Most Trusted FinTech Solution Provider in 2020 by APAC Business Headlines. As a growing startup, we are excited to start expanding our team to grow our operations in UAE, Kuwait & KSA.
Ajar is an award-winning startup. Explore what we do in more detail on our website.
Job Duties and Responsibilities:
Support Function:
Growth Function:
Qualifications Required:
Knowledge, Skills and Abilities:
Built by a passionate team of problem-solvers, Ajar is a mobile cloud service built for the real estate market in the MENA region that uses technology to offer a quick and efficient rent payment & collection solution as well as property management solution, making life easier and rewarding for both landlords and tenants. Ajar has also been quoted as UAE's Most Trusted FinTech Solution Provider in 2020 by APAC Business Headlines. As a growing startup, we are excited to start expanding our team to grow our operations in UAE, Kuwait & KSA.
Ajar is an award-winning startup. Explore what we do in more detail on our website.
Job Duties and Responsibilities:
Support Function:
- Handle day to day operations of the customer support team.
- Develop, train, and manage team members.
- Continuously improve contact handling processes across telephone, whatsapp, live chat and emails.
- Manage inbound support queue, ensuring adequate coverage and support.
- Step up and lead by example by handling contacts during peak times.
- Serve as an escalation path for customers and internal partners.
- Resolve and manage customer issues and complaints, including timely follow-ups and escalations when needed.
- Drive performance by utilizing team engagement strategies and OKR’s to motivate team members.
- Elevate success team through continuous feedback and knowledge sharing.
- Create and update customer support policies and procedures along with enhancing tools and content.
- Define SOPs and deploy processes for new or changing business policies.
- Create effective FAQ pages and other online support resources to address common customer questions.
- Share customer insights with the Sales team.
- Work with engineering to prioritize customer reported defects and feature requests.
- Develop a customer-driven problem-solving process, identifying pain points across the business and working with teams to develop fixes.
- Customer centric, always seeking solutions to their needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.
- Focus on customer retention.
Growth Function:
- Build and maintain strong business relationships with the new and existing Ajar B2B customers to build loyalty and retention.
- Update the CRM database with all customer information.
- Follow up with the existing subscribers, identify upselling/cross-selling opportunities and ensure renewals are paid on time.
- Keep up-to-date with the developments of Ajar platform to answer any questions regarding the same and meet customer expectations.
- Ensure an accurate flow of information between customer and team to ensure excellent customer service implementation and after sales.
- Handle contract renewals and follow up on pending payemnts.
- Reporting of activities, leads and sales updates using CRM or any other tool found relevant by the department..
- Contribute to the development of new product features by collating customer feedback received
- Provide online training to Ajar customers when needed.
Qualifications Required:
- Bachelor's degree in any discipline.
- 5-6 years experience working at a customer facing support role. Team lead experience would be preferred.
- Proven experience in optimizing support centre and customer service performance.
- Experience in LiveChat, WhatsApp Business, email and phone support.
- Experience with Zendesk, FreshDesk and/or intercom. Zendesk experience as a master administrator is a must.
Knowledge, Skills and Abilities:
- Innovative and entrepreneurial approach with a passion to succeed and overcome all obstacles.
- Strong analytical and troubleshooting skills to assess impact and drive collaborative resolution in a swift manner.
- Proactive with ability to make good judgement calls.
- Ability to work with high stressed customers.
- Highly organized with the ability to work under high pressure situations.
- Demonstrated leadership and coaching skills; who knows how to get the best out of people.
- Strong sales and negotiation skills.
- Skilled in upselling and cross selling.
- High level of numeracy and literacy.
- Excellent téléphone étiqueté.
- Strong computer skills in Google Docs, Sheets, and Slides.
- Excellent verbal communication, fluent in Arabic & English.
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Job Detail
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Job IdJD1422580
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned