Head of Online Technical and Customer Support (Arabic speaker)

Our client is the leading producer and operator of reverse vending

machines (RVMs) in the MENA region. Their innovative machines collect plastic bottles

and aluminium cans, incentivizing customers through their application. They are

committed to promoting sustainability by encouraging recycling and rewarding

environmentally conscious behaviour.

Responsibilities:

1. Lead and manage the online technical and customer support team to ensure the

highest level of service delivery.

2. Develop and implement strategies to enhance the online support experience for

customers.

3. Handle escalated technical issues and provide timely resolutions to ensure

customer satisfaction.

4. Collaborate with cross-functional teams including IT, operations, and marketing to

address customer concerns and improve service quality.

5. Monitor key performance indicators (KPIs) to measure the effectiveness of the

online support team and identify areas for improvement.

6. Develop training programs and materials to continuously improve the technical

skills and product knowledge of support team members.

8. Analyze customer feedback and data to identify trends, issues, and opportunities

for improvement.

9. Act as a liaison between customers and internal stakeholders to advocate for

customer needs and drive product enhancements.

Qualifications:

• Bachelor's degree in a relevant field such as computer science, engineering, or business administration.
• Fluency in Arabic and English languages (both written and spoken) is mandatory. Russian language is a big plus.
• Proven experience in a leadership role within technical support or customer service, preferably in the technology or retail industry.
• Strong technical aptitude with the ability to troubleshoot and resolve technical issues related to software, hardware, and mobile applications.
• Excellent communication and interpersonal skills with a customer-centric mindset.
• Experience working in a multicultural environment and managing teams across different regions is preferred.
• Proficiency in using CRM software and other support tools to track customer interactions and analyze data.
• Strong analytical skills with the ability to interpret data and generate insights to drive decision-making.
• Passion for sustainability and environmental conservation is a plus.

Please note that you can work remotely from the UAE or anywhere else in the MENA region.