We knew through our experience in Procurement, that more than 70% of procurement transactions are of a low value, and if summed in value it would only represent less than 5% of your total spending, and as a result you and your Procurement team and everyone involved in the approval and accounting process, would be spending majority of your productive time working and approving and processing transactions that does not reflect direct benefit to your organization's goals. We introduce to you Lawazem It is the first B2B marketplace that is especially made to solve that problem. Lawazem consolidates all your operational purchases and spending in one place, whether it is groceries, stationary, cleaning materials, office accessories, or else. We go beyond to make your work environment even better, by providing gift and flower deliveries to your employees and clients, arrange for internal events, and prepare for your guest and internal meetings through our hospitality partners. Finally, we even help in becoming your concierge for your international purchases, online purchases that require Credit Cards, and help you improve your sourcing process. Lawazem is here to help you anytime and everytime.

Job description

LAWAZEM is currently looking for a highly experienced and motivated individual to join our team as a Customer Service Supervisor. As a Customer Service Supervisor, you will be responsible for overseeing and managing our remote customer service team, ensuring exceptional service delivery and customer satisfaction. This is a remote position that offers flexibility and the opportunity to work with a dynamic and diverse team.

Responsibilities:

Manage and supervise a team of remote customer service representatives, providing guidance, support, and feedback.
Develop and implement customer service policies, procedures, and standards to ensure consistent service delivery.
Monitor team performance, conduct regular performance evaluations, and provide coaching and training as needed.
Handle escalated customer service issues and resolve them in a timely and satisfactory manner.
Collaborate with cross-functional teams to address customer inquiries and concerns, ensuring appropriate follow-up and resolution.
Analyze customer service data and metrics to identify areas for improvement and implement strategies to enhance customer satisfaction.
Maintain accurate records and documentation of customer interactions and resolutions.
Stay updated on product knowledge and industry trends to effectively support the team and address customer inquiries.

Requirements

Previous experience with at least 3 years in a customer service supervisory role.
Proven ability to lead and motivate a remote team.
Excellent communication and interpersonal skills.
Strong problem-solving and decision-making abilities.
Ability to handle escalated customer issues with professionalism and empathy.
Proficiency in using customer service software and tools.
Strong attention to detail and ability to multitask effectively.
Fluency in Arabic and English.

Required profile