Customer Services Assistant Manager – Driving Operational Excellence and Exceptional Customer Experience at arenaflex

At arenaflex, we're revolutionizing the way people connect and move things that matter. As a global leader in logistics and delivery, we're committed to making our technology synonymous with fast, simple, and reliable delivery. With a presence in Asia, Latin America, the Middle East, and now expanding to the rest of the world, we're on a mission to impact local communities and make a lasting difference. We're seeking a highly skilled and experienced Customer Services Assistant Manager to join our team in KSA and help us achieve our ambitious goals.

About the Role

As a Customer Services Assistant Manager at arenaflex, you'll be responsible for providing exceptional frontline people leadership and operational management for our Level 1 and Level 2 Contact Centre in KSA. You'll be the driving force behind ensuring operational excellence and exceptional customer service, while developing a productive and achievement-oriented working environment for employees.

Key Responsibilities

* Manage frontline operation teams to ensure operational excellence and excellent customer service

• Produce accurate reports, identify root cause, and come up with relevant action plans to address gaps in relation to team, department KPIs, and service quality standards
• Develop a productive and achievement-oriented working environment for employees resulting in high engagement scores
• Provide effective coaching and performance management to the Customer Service Team Leaders as required to enable the best chance of employee success and customer satisfaction
• Coordinate with relevant personnel and stakeholders, including Managing Directors, CX Functional team, and other departments, in solving problems that would address staffing requirements, work assignments, and the like in ensuring that L1 and L2 operations are functioning at its optimum
• Initiate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.)

What You'll Need

* Degree holder with a proven track record of stakeholder management

• Proficiency in computer skills in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite
• Ability to communicate effectively with people at different levels
• Ability to develop, implement, and review policies and procedures
• At least 4 years of work experience in the customer service field, with a minimum of 1 year in team management capacity
• A sound knowledge and understanding of contact centre management principles
• Excellent command of written and communication skills in English (and other language requirements as needed)
• Experience in a logistics or start-up environment would be an advantage
• Experience in a multi-location, multi-culture environment is a plus

Why Join arenaflex?

* Be part of a dynamic and innovative company that's revolutionizing the logistics industry

• Work with a talented and diverse team of professionals who share your passion for delivering exceptional customer experiences
• Enjoy a collaborative and supportive work environment that encourages growth and development
• Take advantage of opportunities for career growth and professional development
• Enjoy a comprehensive compensation and benefits package that includes competitive salary, bonuses, and perks

What We Offer

* Competitive salary and bonuses

• Comprehensive benefits package, including health insurance, retirement plan, and paid time off
• Opportunities for career growth and professional development
• Collaborative and supportive work environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Flexible work arrangements and remote work options

How to Apply

If you're a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Additional Information

arenaflex respects your privacy and is committed to protecting your personal data. This Notice will inform you how we will use your personal data, explain your privacy rights, and the protection you have by the law when you apply to join us. Please take time to read and understand this Notice. Candidate Privacy Notice: https://www.arenaflex.com/en-hk/candidate-privacy-notice We're an equal opportunities employer and welcome applications from diverse candidates. We're committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion. Apply for this job