Wednesday , April 24 2024

Business Analyst Jobs in Qatar (Snoonu) – Team Lead Customer Success

Website Snoonu

Job Description:

At Snoonu we believe that through technology anything is possible. Our vision is to be the first Qatari Super App that propels the region and its community through our innovative technology. We are leaders in the field with ambition in what we do and how we impact. We empower our team to create without limit and think BIG! At Snoonu we believe that everyone’s contributions are important, we coach, we listen and we act. Our culture is boundless and equipped to hit the ground running at any given time.

Our mission is simply to transform how we live by connecting people with a technology that equips them with endless possibilities, to surpass norms and uplift communities, to create opportunities and to do it proudly. We welcome talents, entrepreneurs and creative minds to join us in this journey of becoming Qatar’s first Unicorn.

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Job Responsibilities:

  • Review and approve the agents roaster and scheduling prepared by the shift supervisors
  • Report and provide feedback to Agents to ensure completion of tasks and minimal requirements, like attendance, adherence and positive attitude to care our customers
  • Follow up policies and SOPs to avoid missalignment with company strategy
  • Work with Product team to prioritize customer features and requests
  • Guide and manage agents to ensure 100% of coverage of customer requierements on chanels (Phone, Chat, Social Media)
  • Train supervisors and agent on the SOPs and policies involved on the day to day operation
  • Supervise daily performance and operations of the team to achieve key performance metrics
  • Promote a culture of resolution based on knowledge and good practices, to ensure full customer sattisfaction
  • Collaborate with cross-functional teams to ensure visibility and alignment
  • Lead, coach and empower the customer success team to be successful in their roles
  • Ensure daily reporting on adherence and acceptance rate and other KPIs to management
  • Assist team with executing growth and optimization strategies for our customers based on best practices

Job Details:

Company: Snoonu

Vacancy Type:  Full Time

Job Location: Doha, Qatar

Application Deadline: N/A

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