Customer Experience

Customer Experience Supervisor

Work Type: Full Time

At Thndr we believe that investing should be easy and accessible to everyone. We started our journey to democratize investment in the region by removing commissions, account opening minimums, and launching an intuitive platform with a focus on education. This way investing opportunities can be attainable to all, no matter their income level or expertise.

About the role

We're looking for someone to supervise our customer support team and to create processes to ensure our quality levels are being achieved. This person will be overseeing and training our customer support agents, as well as investigating and solving product and service complaints.

What You'll Do

  • Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback and coaching
  • Training customer support team in areas of customer service and company policies
  • Managing customer flow to ensure proficient customer service
  • Creating quality assurance process to ensure all customer queries and issues are handled timely and effectively
  • Investigating and resolving customer service complaints (this includes making calls to customers who are upset or facing issues)
  • Assisting with the development and implementation of service policies, and explaining these to staff and customers
  • Collecting data and preparing reports on customer complaints and inquiries
  • Preparing weekly reports summarizing the assigned customer service team's performance
  • Preparing knowledge-based documents such as summaries and responses to frequently asked questions
  • Identifying opportunities to update or improve customer service procedures and making recommendations to the Customer Experience Lead
  • Performing other related duties as assigned

What We Expect From You

  • Proficient knowledge of customer service, and standard office practices and procedures
  • Experience managing a team (preferably within CX field)
  • Excellent written and verbal communication skills, in English and Arabic
  • Excel/google sheets proficiency 
  • Ability to stay calm when customers are stressed or upset
  • Customer orientation and ability to adapt/respond to different types of characters
  • Quick and enthusiastic learner
  • Excellent prioritization and time management skills
  • Adaptability and accountability
  • Finance background is a plus
  • Uncompromising integrity and strong dedication to professionalism
  • Strong sense of ownership and responsibility
  • Available to work shifts

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