Membership Training and Support Manager at Zawya in Beirut

The role of the Membership Training and Support Manager is to drive Zawya member's engagement and awareness by developing first class proactive online training and support strategies. This notably includes setting - up processes, KPIs and tools to ensure that all incoming inquiries are answered promptly and efficiently by the team. The ultimate objective of the MS Manager is to consistently improve member’s satisfaction and loyalty through a professional and customized service touch.

Major Responsibilities:

• Build a first class training and support structure by developing a customer care attitude set-up processes and tools to maximize members satisfaction and loyalty
• Implement methodologies to improve first call resolution, manage customer perceptions, and Feedback
• Develop a performance measurement framework to meet our challenging customers service goals and KPIs
• Implement automated feedback systems to monitor service response time, resolution lead time in order to enhance the quality of training and support delivered
• Analyse team monthly performance through various quantitative and qualitative reports and tools. Take necessary corrective action to address any identified shortfall.
• Define and deliver high quality member online training material and procedures to maximize member awareness and usage
• Participate in new products launch projects and awareness campaigns in collaboration with Marketing and Product development
• Develop and demonstrate a strong understanding of customers and business needs.
• Manage departmental costs and design staff incentives to maximize team productivity and service quality
  

Required Qualification/Skills:

• Maintain a high level of employee morale within the team.
• 4-5 years successful experience leading a professional customer training and support unit within a service Company
• Master degree or equivalent
• Good understanding of online technologies and web applications
• Understanding of financial markets would be an asset
• Excellent communication skills in English and Arabic
• Strong leadership, as well as the ability to work with other departments such as products, sales and Marketing in several locations and countries
• This is a new role and as such requires someone who is adaptable, and has the ability to use their initiative and problem-solving skills
• Strong computer skills, with attention to detail and experience with Microsoft Word, Excel, Power Point

To apply for the positions above, please send your CV and covering letter to jobsbeirut@zawya.com .