An international private company is looking for (Team Leader) customer service with partial contract to be hired immediately with the below requirements:
- Holds Bachelor degree is must in any major.
- Resident in #Mafraq city
- Experience in customer service or call center minimum 1 year.
- Written & Spoken (English and Arabic) is a MUST
- Proficiency in use of computers - MS office .
- Able to work under pressure and take the VAC responsibility .
Job responsibilities:
Primary Responsibility:
Manage day-to-day activities of the Center as defined in the function below.
Role Team Leader - Biometrics:
- Maintain Customer Satisfaction at 100%
- Adherence to SOPs (Attendance, Punctuality, Discipline, Uniform adherence, Follows Policies, Shows Integrity) - for self and Team. Maintenance of the Dongle log every day and ensure that all Dongles are returned without any damages
- Support effective implementation of change in process when identified.
- Maintaining and updating all reports/ logs accurately.
Metrics & Organization Management: Performance Metrics:
- Ensure the Turn Around Time is within 15 mins (wherein the Bio process is 4 mins the rest shall be the wait time if any)
- Ensure accuracy of the biometric process with zero errors, by regular audit of adherence to the set SOPs.
- Ensure the exemptions are captured accurately (100% compliance). And all are approved by the Ops/ VSC manager.
- Ensure accurate Identity check where/ when necessary. 100 % compliance.
- Accuracy of Audit reports: Passport reconciliation Report & Enjaz report
- Ensure any mistakes identified in the application submitted, is rectified before the passport is sent to the Consulate. More than 98% accuracy. Ensure Passports are delivered to the Consulate & respective VSCs every day. Zero errors.
- Ensure that the passports are couriered or handed over to the customers accurately. Zero tolerance to be followed. Zero errors.