Position Overview

CX Mission
To be the best part of our customers’ day.
We are overlooking all types of Tradeling customers. We are the voice of those customers, and this makes us feel responsible and committed to them; to enhance their experience and make their life easier. Whilst providing them with all the support they need, at all times.

CX Vision
Build a legacy in B2B Customer Service world.
Our main strategy is to reduce defects and encourage self-serve. If a customer needs to contact Tradeling Customer Service, we will have multilingual experts who anticipates the customer needs and exceed their expectations. At the back end, we will have talented experts that work restlessly to improve the Customer Experience.

Responsibilities

• Lead and motivate a highly skilled team of Customer Experience Associates (CXAs).
• Team performance Goal: not more than 20% of your team should meet the requirements, at least 50% should be above requirements and the remaining should be exceptional. We should not settle for low performance.
• Structure your supervision skills: 1) determine work procedures, work schedules, and workflow for CXAs, 2) follow their performance progress on daily basis, 3) strategize and monitor daily activities of CX Operations, 4) provide supervision and technical assistance when needed.
• Guide and direct CX team towards achieving operational/department goals and individual KPIs. (Your team must be coached about their KPIs, specially score card). Guiding your team can be done by providing CXA with regular feedback as following weekly 20 minutes 1:1s. Prepare a coaching form where you can track points discussed with your team members that covers superpowers and areas of improvement then share it with them after every meeting. This can help you to identity focus areas of each and track their progress.
• Audit CXAs contacts on regular basis and track their results. Audit at least 3 contacts per agent per week, capture the results and share instant feedback when needed or share feedback during your coaching sessions.
• Ensure that CXAs are providing the highest levels of accuracy and attention to detail to deliver excellent customer service. By ensuring that CXAs are properly trained and informed about changes to company products/services. Conduct weekly huddles and document the discussed points via email. Have a shared point refence of knowledge and shared updates/changes.
• Closely track each individual performance: Prepare daily/weekly/monthly reports summarizing the CXAs performance. Create your own dashboard where you look at on daily basis to track performance.
• Conduct proper root cause analysis and provide ongoing recommendations/solutions to improve CXAs performance. Such as: 1) conduct root cause analysis of KPIs achievements to define focus areas then set an action plan to enhance performance. 2) conduct root cause analysis to define training needs for the CXAs and define gaps in knowledge or quality standards then implement a group or individual training.
• Motivate your team: Prepare, conduct and share a motivation plan for customer service team with clear actions and steps to drive better performance.

• Attain departmental and organizational goals. Manage to achieve the CX department KPIs.
• Drive the culture of customer obsession, encourage your team to deliver the voice of customers, build solid mechanisms for them to do so.
• Hire and train CXAs to deliver high class customer service.
• Own onboarding new hires in your team. Such as informing HR of their joining date, ensuring new hires signed all the documents/papers required, provide them with necessary equipment’s (making sure it will be available), getting the access to tools and facility … etc.
• Develop standard procedures and policies for improving the service provided to customers.
• Own creating a process flow for any new function/procedure and ensure that process flows are up to date.
• Investigate and solve escalated customer complaints. Ensure that customer complaints are resolved in a professional manner, with a long term solutions.
• Provide CX management and CX PMs with effective information that will identify areas for improvement in the customer experience
• Show to CX Management status of individuals in relation to service performance and CX Operations. Keep them up to date with critical issues that are impacting customers or CX Operations.
• Conduct meeting with Managers to discuss about process improvements, tools and issues.
• Communicates with CX PMs or CX Management to improve CX Operations, resolve problems and expedite work. Own tracking the solution.
• Maintain in-depth working knowledge of the company’s brands, systems and processes.
• Share requested reports and immediately call out any issues that need the management attention.
• Perform additional duties where needed.

Requirements and Qualifications

• Working by Tradeling values: Customer Obsession, People First, Excellence, Integrity and Diversity.
• Completing tasks with minimum supervision without the need of continues follow up.
• Maintaining and observing a high degree of professionalism, ensuring confidentiality at all times.
• Displaying the highest level of verbal and written communication to internal and external customers.
• Ensuring the team are customer focused and deliver ‘Best Practice’ at all times to secure the customer experience and achieve the organization goals.
• Maximising your personal competency through Continuous Professional Development.

Tradeling.com is a Dubai government funded startup, set up in September 2019 and is operated by Blink Technologies FZCO, headquartered at the Dubai Airport Free Zone, UAE. Tradeling.com is intended to become the dominant B2B marketplace for the MENA region by simplifying and enhancing digital B2B trade through a centralized, digital and safe procurement platform. It will offer value added services that will include finance and logistics. Launched in Q1 of 2020, with multiple categories ranging from office supplies, food and beverage, and health and wellness. At Tradeling, we embrace the challenge to innovate on behalf of the customer and we value helping each other to accomplish our goals quickly.
Come build the future of B2B e-commerce with us
By working together on behalf of our customers, we are disrupting and shaping B2B online trade. Our culture is based on creativity, leadership, teamwork, excellence, passion, integrity, and fun! Our company is growing fast but we understand the importance of having a healthy work life balance. This is an excellent opportunity to work for a fast-paced, growing, innovative company, making a big impact on a rapidly evolving space, and having fun along the way! We offer competitive compensation and other benefits.