Do you want to make a difference in people's lives?
We are looking for a
Customer Service Supervisor to join our growing team!
As a
Customer Service Supervisor at
WUDUH, you will support the Operations department in its daily efforts to make a lasting impact on communities. We are looking for a detail-oriented professional, eager to learn and grow as we continue to expand our mission.
Who We Are
WUDUH is the Jordanian operations hub servicing a U.S.-based company specializing in financial settlement solutions. At the heart of our work, we help people manage and navigate their financial future with confidence.
Beyond our work, we are passionate about nurturing talent and promoting a culture of innovation, creativity, and endless possibilities. If you are looking for a place to develop your skills and make a real impact,
WUDUH is where you can grow and succeed.
What You'll Be Doing
- Oversee daily operations of the customer service team, ensuring efficient and effective service delivery.
- Oversee the & training of new team members and support their development.
- Provide coaching, mentoring, and training to team members to enhance their skills and performance.
- Conduct regular performance evaluations and provide constructive feedback to staff.
- Ensure that customer inquiries and issues are resolved promptly and satisfactorily.
- Handle escalated customer complaints and complex issues, providing solutions and ensuring customer satisfaction.
- Track and analyze key performance indicators (KPIs) to assess team performance and identify areas for improvement.
- Prepare and present regular reports on team performance, customer feedback to senior management.
- Identify opportunities for process enhancements to improve efficiency and customer satisfaction.
- Collaborate with the customer service manager, develop and implement new procedures and policies to streamline customer service operations.
- Act as a point of contact for resolving CS department-related issues and conflicts.
- Implement best practices and innovative approaches to enhance CS department effectiveness.
- Gather and analyze customer feedback to identify trends, recurring issues, and areas for improvement.
- Maintain accurate records of CS department processes and outcomes.
- Coordinate with other departments to ensure a seamless customer experience and address cross-functional issues.
- Communicate effectively with team members and executives to keep everyone informed and aligned.
- Manage staffing levels, schedules, and workload distribution to ensure optimal coverage and productivity.
- Recognize and reward team achievements to motivate high performance.
Who You Are
- Bachelor’s degree in a related discipline.
- A minimum of 4-6 years working experience, preferably from a similar industry, call centers or BPOs.
- A minimum of 2 years’ leadership experience, preferably from a similar industry, call center or BPOs.
- Excellent command (written and spoken) of Arabic and English.
- High communication ability, verbal and written.
- Relevant IT competence, specifically with MS Office Suite, in particular Excel and ability to master other software quickly.
- Ability to work in a high-stress environment with shifting priorities.
- Ability to multi-task, while maintaining accuracy.
- Excellent communications skills.
- Excellent presentation skills.
- Excellent problem-solving skills.
Competencies
- Coaching.
- Group Leadership.
- Oral Communications.
- Listening.
What We Offer
- Comprehensive health insurance
- Competitive compensation package
- Prime central location
- Discounts on food, beverages, and wellness services
- Continuous learning and development opportunities
- A dynamic, inclusive, and supportive work environment
- A workplace led by Gen Z and Millennials
Employment Type
Working Days
- Monday to Friday: Night shift
- 6th day: Based on need, managed fairly based on priorities and urgency
Ready to make your mark?
Apply now for a career that merges your talents with innovation. At
WUDUH, your journey to a fulfilling career is just a click away!
Learn more at
wuduh.zenats.com
Eligibility is limited to Jordanian nationals and individuals born to Jordanian mothers.
Stay connected
We invite you to follow us on our social media platforms to stay updated on the latest news, events, and career opportunities at WUDUH.
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