Customer Service Strategist

10 hours ago


Kuwait City, Al Asimah Jazeera Airways Full time
Job Description:

Jazeera Airways, the pioneering Low-Cost Carrier in the Middle East, is seeking a visionary leader to head our Customer Relations and Call Center teams. As a Customer Service Strategist, you will play a pivotal role in delivering exceptional customer experiences while maximizing sales.

Key Responsibilities:
  • Oversee daily operations of the Call Center to ensure efficiency, including call volumes, wait times, and customer satisfaction.
  • Set objectives and communicate clear goals and targets for the Call Center & Customer Relations team.
  • Lead high-performing teams to deliver outstanding customer service by leveraging technology resources effectively.
  • Maximize sales through the Call Center by regularly reviewing productivity and performance metrics.
  • Monitor and report on Key Performance Indicators (KPIs) such as call resolution times, customer satisfaction scores, and service level agreements (SLAs).
Requirements and Qualifications:
  • Bachelor's Degree in Marketing, Business Administration, or Mass Communication.
  • Minimum 6 years' experience in Call Center management with a proven track record of success.
  • Candidates with prior experience in Airlines/Travel or Airline reservations systems, particularly Flight Speed knowledge, are highly preferred.
  • Excellent Communication Skills in English.
  • Arabic language proficiency is an added advantage.
  • Proficiency with Call Center Software, CRM systems, and performance tracking tools.


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