ziina - Customer Excellence Specialist

• Have 4+ years of experience leading or mentoring a customer support team. • Coach, train, and provide constructive feedback to build team skills and drive performance. • Plan and manage team schedules to maintain coverage and meet service-level targets. • Enforce adherence to schedules and operational standards to ensure consistency. • Identify recurring customer issues and implement proactive solutions to prevent them. • Communicate clearly with both customers and internal stakeholders. • Make data-driven decisions to improve processes and customer satisfaction. • WHAT WOULD AMAZE US • You anticipate customer pain points and resolve them before they impact satisfaction. • You create innovative tools or resources that significantly improve the customer experience. • You deliver measurable gains in CSAT, resolution time, or other key CX metrics. • You transform customer insights into impactful product enhancements or process changes. • You are fluent in written and spoken Arabic