Join our team and build your career with us
Key Responsibilities
Department Leadership: Direct and scale a multi-channel support team (Phone, WhatsApp, Social Media) for the BurhanTec & WiBi brand portfolio.
Technical Support Strategy: Develop specialized troubleshooting flows for consumer hardware to ensure high First-Call Resolution (FCR).
Warranty & RMA Oversight: Manage the end-to-end process for hardware repairs, replacements, and warranty claims in coordination with the technical team.
CX Excellence: Monitor and improve key service metrics including NPS (Net Promoter Score) and CSAT (Customer Satisfaction).
Training & Quality: Conduct regular training sessions for the staff on new product launches and advanced communication techniques.
Requirements
Industry Experience: 5-8 years in Customer Service Management, specifically within Consumer Electronics, Retail Tech, or Hardware sectors.
Product Literacy: Strong background in managing support for physical devices (Mobile, PC, or Smart Home Tech).
Leadership: Proven experience managing teams of 15+ agents in a high-volume environment.
Communication: Flawless professional Arabic and English (written and verbal).
Systems: Expert-level knowledge of CRM tools (Zendesk, Freshdesk, or similar) and Excel for data reporting.
