Customer Service Specialist

  • Full Time
  • Dubai

The purpose of this position is to optimize the experience of every customer , and to ensure a seamless experience/resolution. This includes the constant monitoring of the customer experience, optimization of processes and enhancement of service level agreements (SLAs) as needed.

Key Accountabilities

  • Own all Contact Centre processes/procedures and work regularly to optimize as needed.
  • Understand Contact Centre tools and usage, then suggest improvements to further streamline ways of working.
  • Support with all team training and refreshers in coordination with Contact Centre Team Leads.
  • Revamp Contact Centre messaging and scripts to ensure consistency and alignment with the Sephora brand.
  • Ensure all new products, services and campaigns are briefed to the Contact Centre in a timely manner.
  • Own quality check process for the Contact Centre and lead on monthly improvements as needed.
  • Drive monthly forecasting of Contact Centre usage/demand and ensure optimal staffing of teams as needed.
  • Oversee the monthly Contact Centre report and identify trends (phone, email, WhatsApp, Live Chat).
  • Present Contact Centre analysis and progress to various teams and senior leaders as required.
  • Own the Contact Centre budget and report back on usage monthly versus budget.
  • Regularly review Contact Centre structure and points of contact – then optimize as needed.
  • Revamp existing and introduce new processes between internal and external stakeholders to better support Sephora customer interactions with key service and product needs.

Skills, Experience And Personality

  • Has 3+ years of experience in Customer Service (preferably Call Centre).
  • Expertise in creating and executing procedures/policies across customer channels.
  • Track record of success in driving service level agreements (SLA), average handling time (AHT) and customer experience / NPS.
  • High attention to detail and the ability to create / manage detailed processes and data.
  • Ability to work with teams internally and externally – and adeptly train team members on new processes.
  • Excellent MS Office skills (MS Excel, MS PowerPoint).
  • Helpful and service-Oriented, with the ability to work under pressure.
Upload your CV/resume or any other relevant file. Max. file size: 512 MB.