Digital Customer Service Lead
Job Description
<p><strong>Reports to:</strong> Corporate Relations Director</p><p><strong>Department: </strong>Contact Center</p><p><strong>Location: </strong>OMT Head Office Beirut</p><p><strong>Position Summary:</strong></p><p>Responsible for setting, implementing and monitoring the strategic utilization of key digital platforms providing swift, consistent, and personalized response to Customers via their preferred interaction channel across all touchpoints. Champions CRM-related best practices and acts as an essential connection point between OMT and the customers to optimize their experience.</p><p> </p><p><strong>Primary Duties and Responsibilities</strong></p><p><em>Customer Digital Platforms’ Management</em></p><p>• Determines which processes have the potential to be optimized using digital contact center technology and which ones can be automated entirely</p><p>• Invests in the use of technologies, automation, AI, and analytics and their role within the Contact Center by assessing additional tools and capabilities</p><p>• Manages and coordinates all activities related to live chat communication channels, ensuring a positive experience for customers on digital platforms</p><p>• Accountable for the end to end contact channel strategies and deployment</p><p>• Develops and implements best practices for Live chat support including average response time, chat etiquette, etc.</p><p>• Works with the Marketing team to produce the most engaging content relevant to the target audience</p><p>• Accountable for the day-to-day management of multiple customer contact channels including IVR, and messaging across all our portfolios and communications platforms</p><p>• Enables the customer service agents to provide a superior customer service in a most efficient and consistent manner across all channels</p><p>• Maximizes the usage of the digital Customer platform and other omni tools (e.g. Web Texting); provides guidance and training where necessary</p><p>• Engages with Stakeholders for strategic technology requirements/innovations</p><p>• Drives enhancements to existing customer digital platforms and rolls out changes in close partnership with ICT</p><p>• Develops and rolls-out with Digital and ICT teams new digital tools to enable omni services and associates engagement with customers across channels</p><p>• Coaches team members on the best practices for responding to inquiries received from all available platforms including digital</p><p> </p><p><em>Omni-Channel Reporting & Analytics</em></p><p>• Analyzes Live Chat data to identify trends and areas of improvement</p><p>• Monitors customer feedback and uses it to improve the live chat system, content and processes</p><p>• Utilizes analytics and insights to shape the CRM strategy with particular focus on what content is proving for the best engagement and actions amongst the target audience</p><p>• Provides daily, weekly and monthly reports relating to activity across all contact</p><p>• Sets and maintains departmental KPI’s and constantly reviews KPI’s for potential improvement</p><p>• Documents all current processes and maintains strong change control and governance process</p><p>• Operates inter-departmentally Identifying, developing, deploying and managing multiple contact strategies across all channels</p><p>• Provides leadership and communicates for any first line faults that occur within the communications platforms ensuring key stakeholders are engaged and all possible steps are taken to minimize disruption</p><p>• Conducts regular incident reviews, builds and analyses reports and metrics on incidents occurred</p><p>• Reports on CRM campaigns performance for both strategic and operational use</p><p> </p><p><strong>Knowledge, Skills, and Abilities:</strong></p><p><em>Qualifications:</em></p><p>• University degree in business administration, economics, computer science, information systems, or related field</p><p> </p><p><em>Technical Skills:</em></p><p>• Fully proficient in English and Arabic, French is a plus with high standard of written and oral communication</p><p>• Proven track record in the use of digital technologies</p><p>• Knowledge and experience of managing digital platforms (e.g. web, mobile, social media, digital advertising, SEO, CRM, customer segmentation)</p><p>• Ownership and knowledge of Business Rules & Strategies for contact channels</p><p>• Experience of utilising CRM tools to improve engagement and loyalty</p><p>• Significant hands-on experience and subject matter expert of contact center technologies including technical and operational deployment</p><p>• Experience of managing multiple contact channels in a Contact Center environment</p><p>• Highly confident and experienced in the use of digital technology</p><p> </p><p><em>Relevant experience:</em></p><p>• 9-14 years</p><p> </p><p><strong>Key Behavioral Competencies:</strong></p><p>• Excellent organisational skills with real attention to deadlines and detail</p><p>• Analytical mindset with a creative, innovative approach to problem solving</p><p>• Persuasive manner with an ability to respond to others views and opinions</p><p>• Team player and can work independently when required</p><p>• Strong presentation, negotiation and communication skills</p><p>• Ability to prioritise and simplify stakeholder requirements</p><p>• Strong interpersonal skills with an ability to motivate others and build effective and trusting partnerships</p><p>• Solid strategic thinking as well as prioritization capabilities</p><p>• Ability to work in a dynamic and fast-paced environment with many stakeholders and diverse teams</p><p>• Embraces challenges and focuses on results and deliverables</p><p> </p><p><strong>Key Interactions:</strong></p><p>• External: External stakeholders within local & international markets</p><p>• Internal: Upper management, Executive Teams and all departments counterparts depending on business needs</p><p><span> </span></p><p><br></p>
