Experienced Customer Service Team Manager – Arabic & English Fluency – arenaflex

At arenaflex, we're on a mission to revolutionize the way our customers interact with our brand. We're committed to delivering world-class service that exceeds our customers' expectations, and we're looking for a talented Customer Service Team Manager to join our team in Jordan (AMM15). As a key member of our customer service team, you'll play a critical role in supporting our associates and ensuring that they have the tools and resources they need to deliver exceptional service to our customers.

About arenaflex

arenaflex is a leading e-commerce company that's dedicated to providing our customers with an unparalleled shopping experience. We're passionate about innovation, customer satisfaction, and employee engagement, and we're looking for like-minded individuals to join our team. With a focus on growth, development, and community involvement, arenaflex is the perfect place for professionals who are looking for a challenging and rewarding career.

Job Summary

We're seeking an experienced Customer Service Team Manager who has a fluency in Arabic and English to join our team in Jordan (AMM15). As a Customer Service Team Manager, you'll be responsible for leading a team of 20-25 Customer Service Associates (CSAs) and ensuring that they have the support and resources they need to deliver exceptional service to our customers. You'll be responsible for coaching, developing, and engaging your team members, as well as using quantitative and qualitative data to identify opportunities to improve performance and celebrate success.

Key Responsibilities

As a Customer Service Team Manager, you'll be responsible for the following key responsibilities:

• Manage day-to-day operations with a team of 20-25 Customer Service Associates (CSAs)
• Hold regular 1-1 meetings with CSAs every week
• Manage work prioritization and delivery based on business needs
• Ensure high-quality delivery under aggressive deadlines
• Track weekly/monthly metrics and process reviews with stakeholders across time zones
• Initiate and lead process improvement projects, present solution proposals, and implement them to other applicable/in-scope operational areas
• Communicate policies to associates and become the primary information source for staff; follow-up to ensure compliance and consistency; take corrective action as necessary and document the issue and actions taken

Essential Qualifications

To be successful in this role, you'll need to have the following essential qualifications:

• 5-7 years of overall experience and 3-4 years of supervisory exposure in managing a team size of 25-30 associates
• Microsoft Excel Advanced knowledge
• Excellent time management, organizational talent, and presentation skills
• Ability to deal with constant change positively and maintain high motivation
• Demonstrated ability to handle reporting and analysis
• Ability to effectively and efficiently complete difficult goals or assignments
• Strong interpersonal and communication skills

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Graduate Degree
• Project Management & knowledge of Six Sigma/Lean Processes
• Advanced computer skills using a variety of programs
• 24/7/365 availability, including willingness to work on weekends, and outside of the 'standard' work day
• 3 plus years' experience with Customer service

Work Environment and Company Culture

As a Customer Service Team Manager at arenaflex, you'll be part of a dynamic and fast-paced team that's dedicated to delivering exceptional service to our customers. You'll have the opportunity to work with a talented team of professionals who are passionate about innovation, customer satisfaction, and employee engagement. Our company culture is built on the principles of growth, development, and community involvement, and we're committed to providing our employees with the tools and resources they need to succeed.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to providing our employees with opportunities for growth and development. As a Customer Service Team Manager, you'll have the opportunity to:

• Develop your leadership skills and take on new challenges
• Work with a talented team of professionals who are passionate about innovation and customer satisfaction
• Participate in training and development programs that will help you grow and develop as a professional
• Take advantage of opportunities for career advancement and professional growth

Compensation, Perks, and Benefits

As a Customer Service Team Manager at arenaflex, you'll be eligible for a competitive salary and benefits package, including:

• Competitive salary and bonus structure
• Comprehensive health and wellness benefits
• 401(k) matching program
• Paid time off and holidays
• Opportunities for professional growth and development

How to Apply

If you're a motivated and results-driven professional who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that highlights your experience and qualifications for this role. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age. We're committed to creating a diverse and inclusive work environment that reflects the communities we serve. Apply for this job