Customer Excellence Specialist

Dubai
FullTime

Customer Excellence Specialist responsible for managing and improving the outsourced customer support operation. Works across CX, operations, and partner sites to drive performance and process improvements.

What you'll do

Serve as liaison between Ziina and outsourced support partner
Monitor and drive CX KPIs and correct performance gaps
Design and refine support processes and workflows
Maintain and evolve the knowledge base for agents and AI tools
Run quality evaluations, coaching, and periodic on-site training

What they're looking for

4+ years leading or mentoring customer support teams
Coach and provide constructive feedback to improve performance
Plan and manage team schedules and staffing coverage
Enforce operational standards and adherence to schedules
Use data to identify issues and drive process improvements

Skills

CSAT
SLA
quality evaluations
workforce planning
knowledge base management
coaching
data analysis

Summary written by StartupJobs from the company's listing. The full listing is on the company's website.

This job comes from the career page of Ziina. We link straight to the source.