Experienced Customer Service Team Manager – Arabic & English Fluency in Jordan

At arenaflex, we're on a mission to revolutionize the way our customers interact with our brand. As a Customer Service Team Manager, you'll play a pivotal role in delivering world-class service to our customers, while also fostering a positive and engaging work environment for your team. If you're passionate about leadership, customer service, and driving results, we want to hear from you.

About arenaflex

arenaflex is a leading e-commerce company that's committed to providing an exceptional customer experience. Our team is dedicated to making a positive impact on our customers' lives, and we're looking for like-minded individuals to join our team. With a strong focus on innovation, customer satisfaction, and employee engagement, we're creating a workplace that's both challenging and rewarding.

Job Summary

As a Customer Service Team Manager, you'll be responsible for leading a team of 20-25 Customer Service Associates (CSAs) in Jordan (AMM15). You'll be the single-threaded leader for your team, responsible for coaching, developing, and engaging your associates to deliver world-class service to our customers. You'll work closely with your team to identify opportunities for growth and improvement, and you'll be expected to role model world-class service by regularly handling customer contacts.

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 to discuss performance, goals, and development
• Manage work prioritization and delivery based on business needs, ensuring 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

* 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

* Graduate Degree is preferred

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

What We Offer

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and tools
• Comprehensive training and development programs
• Opportunities to work with a diverse and global team

Work Environment and Company Culture

At arenaflex, we're committed to creating a workplace that's both challenging and rewarding. We believe in fostering a positive and engaging work environment that encourages collaboration, innovation, and growth. Our team is dedicated to making a positive impact on our customers' lives, and we're looking for like-minded individuals to join our team.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• Competitive salary
• Comprehensive health insurance
• Retirement savings plan
• Paid time off and holidays
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and tools
• Comprehensive training and development programs
• Opportunities to work with a diverse and global team

How to Apply

If you're passionate about leadership, customer service, and driving results, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. 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 workplace that reflects the communities we serve. Apply for this job