Head of Customer Support

We are looking for a Head of Customer Support to join our ZoodMall team in Iraq and manage a team of customer support agents in Erbil. Your role is key in building a strong team and delivering exceptional customer service.
We are looking for a candidate who is genuinely excited to help customers with strong leadership skills. Someone who is patient, empathetic, and passionately communicative.

Responsibilities

• Manage the day-to-day operations of the Call Center to deliver best-in-class service, meeting or exceeding all KPIs, while remaining within budget
• Set the Call Center’s development strategy, staying up to date with new practices and technologies, and ensuring that we establish and maintain a strong reputation for customer service excellence
• Motivate and engage colleagues by leading, inspiring, and coordinating with the Call Center management team
• Responsible for the end-to-end customer contact processes and associated customer experience, supporting cross-company initiatives to drive improvements, enhance efficiency and reduce complaints
• Manage the Call Center recruitment, training, induction, and coaching strategy
• Review and clearly define all Call Center roles and candidate profiles
• Act as the “Voice of the Customer”, championing change and influencing future projects to achieve improvements in the customer experience
• Establish plans and offer insight and knowledge to the company on how to leverage new tools and technologies, such as telephony, CRM and WFM, in order to create a cost-effective operation that consistently achieves contact handling SLAs
• Improve customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met and enhance Customer Satisfaction Scores
• Prepare reports and analyze data to assist management as they determine the Call Center goals
• Work with the management team to support agents and maximize customer satisfaction
• Prepare monthly/annual results and performance reports
• Monitor and follow up on the claim management, refund/coupon, and delayed orders processes
• Escalate system bugs

• Bachelor’s Degree, preferably in management
• A minimum of 3-5 years experience in a relevant role
• Fluent in written and spoken Arabic and English languages
• Proficiency in MS Office (MS Excel and MS Outlook, in particular)
• Familiar with Jira and Trello
• Familiar with e-commerce
• Proficiency with technology, especially software applications and phone systems
• Proven experience of leading a service-driven Call Centre with experience in managing an operation through periods of significant growth or change
• Excellent communication and leadership skills
• The ability to engage with directors and managers at all levels, across the wider business, to achieve goals and objectives
• Strong understanding of company products, policies, and services
• Ability to coach, train, and motivate agents and evaluate their performance