The Customer Experience Supervisor will be instrumental in elevating ZainCash's customer support by designing, implementing, and optimizing our procedures and knowledge base for handling customer complaints, requests, and inquiries.
- Analyze existing customer complaint and request handling processes, identify bottlenecks, inefficiencies, and pain points.
- Design and develop clear, step-by-step procedures (SOPs) for all key customer interaction scenarios, including but not limited to: fraud reporting, transaction disputes, technical issues, account inquiries, and general service requests.
- Create, organize, and maintain a comprehensive, accurate, and easily accessible knowledge base for customer care agents.
- Develop standardized scripts, FAQs, internal guidelines, and response templates for various customer queries and complaint types.
- Ensure all knowledge content is up-to-date, consistent with company policies, and compliant with relevant regulations (e.g., fraud reporting requirements).
- Collaborate with the Customer Care Training team to integrate new procedures and knowledge into training programs for agents.
- Support the implementation and rollout of new processes and knowledge systems, ensuring smooth adoption by the customer care team.
- Gather feedback from customer care agents and customers to identify areas for continuous improvement in processes and knowledge content.
Requirements
- Minimum of 5 years of experience in customer service, customer experience, business process analysis, or knowledge management roles
- Experience financial services, fintech, or telecommunications industry.
- Excellent written and verbal communication skills in both Arabic and English.