Head of Customer Experience

1 week ago


Kuwait City, Al Asimah Zain Bahrain Full time

About this Role

The Head of Enterprise Support Service will lead and manage the support service team at Zain Bahrain, driving service excellence and high customer satisfaction. The successful candidate will have a Bachelor's Degree in Business or Technology and +3 years of experience in a managerial role.

Key Responsibilities:

  • Leading, managing, and mentoring the support service team to ensure timely and effective resolution of technical and billing issues.
  • Collaborating with cross-functional teams within Zain Bahrain to resolve customer issues that require escalation.
  • Escalating critical issues to appropriate internal teams and ensuring follow-up and timely resolution.
  • Maintaining accurate and detailed records of customer interactions, issues, and resolutions in the support ticketing system.

Requirements

  • Bachelor's Degree in Business or Technology
  • +3 years of experience in a managerial role
  • Leadership, time management, business theory and methodology, troubleshooting, and problem-solving skills
  • Ability to adapt to new digital technologies and trends
  • Professional experience in a customer-facing role, preferably for a technology company


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