Experienced Customer Service Team Manager – Arabic & English Speaker

At arenaflex, we're committed to delivering world-class service to our customers, and we're looking for a talented and experienced Customer Service Team Manager to join our team in Jordan (AMM15). As a Customer Service Team Manager, you'll play a critical role in supporting our customer-facing associates, driving team engagement, and ensuring that our customers receive exceptional service.

About arenaflex

arenaflex is a leading company that's dedicated to providing innovative solutions to our customers. We're passionate about delivering world-class service, and we're committed to creating a positive and inclusive work environment for our employees. Our mission is simple: we want to be the place where our customers can find, discover, and buy anything online. Whatever our customers want, we will find the means to deliver it.

Job Summary

We're seeking an experienced Customer Service Team Manager who has a fluency in Arabic and English to join our team in Jordan (AMM15). As a Customer Service Team Manager, you'll be responsible for supporting a team of 20-25 Customer Service Associates (CSAs), driving team engagement, and ensuring that our customers receive exceptional service. You'll be a single-threaded leader for your employees, responsible for all elements of their satisfaction and engagement at work, including communication and management of their scheduling and taking action on issues arising in your team.

Key Responsibilities

As a Customer Service Team Manager, you'll be responsible for the following key responsibilities:

• Manage day-to-day operations with a team of 20-25 Customer Service Associates (CSAs)
• Hold regular 1-1 meetings with CSAs every week
• Manage work prioritization and delivery based on business needs
• Ensure high-quality delivery under aggressive deadlines
• Track weekly/monthly metrics and process reviews with stakeholders across time zones
• Initiate and lead process improvement projects, present solution proposals, and implement them to other applicable/in-scope operational areas
• Communicate policies to associates and become the primary information source for staff; follow-up to ensure compliance and consistency; take corrective action as necessary and document the issue and actions taken

Essential Qualifications

To be successful in this role, you'll need to have the following essential qualifications:

• 5-7 years of overall experience and 3-4 years of supervisory exposure in managing a team size of 25-30 associates
• Microsoft Excel Advanced knowledge
• Excellent time management, organizational talent, and presentation skills
• Ability to deal with constant change positively and maintain high motivation
• Demonstrated ability to handle reporting and analysis
• Ability to effectively and efficiently complete difficult goals or assignments
• Strong interpersonal and communication skills

Preferred Qualifications

While not required, the following qualifications are preferred:

• Graduate Degree
• Project Management & knowledge of Six Sigma/Lean Processes
• Advanced computer skills using a variety of programs
• 24/7/365 availability, including willingness to work on weekends, and outside of the 'standard' work day
• 3 plus years' experience with Customer service

Work Environment and Company Culture

As a Customer Service Team Manager at arenaflex, you'll be part of a dynamic and fast-paced team that's dedicated to delivering world-class service to our customers. You'll have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional service. Our company culture is built on the principles of inclusivity, respect, and open communication. We're committed to creating a positive and inclusive work environment that supports the growth and development of our employees.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to supporting the growth and development of our employees. As a Customer Service Team Manager, you'll have access to a range of learning and development opportunities, including training programs, mentorship, and career advancement opportunities. We're committed to helping you achieve your career goals and reach your full potential.

Compensation, Perks, and Benefits

As a Customer Service Team Manager at arenaflex, you'll receive a competitive salary package, commensurate with experience. You'll also have access to a range of benefits, including health insurance, retirement savings plan, and paid time off. We're committed to providing a comprehensive benefits package that supports the well-being and financial security of our employees.

How to Apply

If you're a motivated and experienced Customer Service Team Manager who is passionate about delivering world-class service, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a positive and inclusive work environment that supports the growth and development of our employees. Apply for this job