Female CS Admin
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Key skills for this role
About the Role
Astrea Group seeks a Female CS Admin to support customer service team activities, handle escalated inquiries, and develop procedures in Dubai. Requires 5+ years experience in customer service or call center operations, a Bachelor's degree, and strong leadership skills.
Key Skills for This Role
Responsibilities
- Support the daily activities of the customer service team to ensure excellent service delivery
- Monitor team performance, productivity, and adherence to company policies and service standards
- Handle escalated customer inquiries, complaints, and complex issues in a professional and timely manner
- Develop, implement, and maintain customer service procedures, workflows, and performance standards
- Conduct regular coaching, training, and performance evaluations to enhance team effectiveness
- Coordinate with internal departments to resolve customer concerns and improve service processes
- Ensure accurate maintenance of customer records, documentation, and databases
- Assist in workforce planning, scheduling, and resource allocation to meet service demands
- Support management in implementing strategic initiatives and customer service objectives
- Maintain confidentiality of customer and company information at all times
Requirements
- Bachelor's Degree in Business Administration, Management, or a related field
- At least 5 years of experience in customer service, call center operations, or business administration
- Excellent written and verbal English communication skills
- Strong leadership, coaching, and team management abilities
- Exceptional problem solving, decision making, and conflict resolution skills
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Experience with CRM systems and customer service software
- Strong organizational skills with attention to detail and accuracy
- Ability to work effectively in a fast paced, multicultural environment
- Professional, proactive, and results oriented with a strong customer focused mindset
- Ability to manage multiple priorities while maintaining high service standards
Full Job Posting
Key Responsibilities
- Support the daily activities of the customer service team to ensure excellent service delivery
- Monitor team performance, productivity, and adherence to company policies and service standards
- Handle escalated customer inquiries, complaints, and complex issues in a professional and timely manner
- Develop, implement, and maintain customer service procedures, workflows, and performance standards
- Conduct regular coaching, training, and performance evaluations to enhance team effectiveness
- Coordinate with internal departments to resolve customer concerns and improve service processes
- Ensure accurate maintenance of customer records, documentation, and databases
- Assist in workforce planning, scheduling, and resource allocation to meet service demands
- Support management in implementing strategic initiatives and customer service objectives
- Maintain confidentiality of customer and company information at all times
Qualifications
- Bachelor's Degree in Business Administration, Management, or a related field
- At least 5 years of experience in customer service, call center operations, or business administration
- Excellent written and verbal English communication skills
- Strong leadership, coaching, and team management abilities
- Exceptional problem solving, decision making, and conflict resolution skills
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Experience with CRM systems and customer service software
- Strong organizational skills with attention to detail and accuracy
- Ability to work effectively in a fast paced, multicultural environment
- Professional, proactive, and results oriented with a strong customer focused mindset
- Ability to manage multiple priorities while maintaining high service standards
Preferred Qualifications
- Experience in customer service quality assurance and performance management
- Previous experience in a multinational or cross cultural work environment is an advantage
Work Location
- In person
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