Customer Care Team Leader

Are you looking for a great opportunity in a fast-paced environment? Do you have customer service experience? Do you have great communication skills? GES are currently recruiting for Customer Care Supervisor to join our Middle East Exhibitions team. Based in Riyadh, Saudi Arabia, you will deliver to the highest level GES customer services to clients and events organiser on all allocated Events in Saudi Arabia.

WHO WE ARE GES is a global, full service face-to-face live events marketing partner. We create some of the most incredible events in the world – think exhibitions, events, sales conferences, and exhibitions of all sizes. From initial strategy to show-stopping audio visual, to insightful measurement – and every detail in between – we bring brands to life!

Our mission is to create memorable event experiences, and we count on you, our talented employees around the world, to help us do it. We foster an innovative, fast-paced and creative environment for those who like to think, create and work. Our incredible team includes designers, account management, marketing specialists, business pros and artisans – just to name a few. GES employees are great at collaborating and communicating.

WHAT WILL YOU DO? You will :

Handle escalated customer complaints, invoice queries and resolve other issues : feeding back to management any concerns, risks or issues with either people, performance, customers or procedures to ensure mitigation or contingency planning can be implemented. Supervise, motivate and coach individuals in their assistance of exhibitors, organisers, external suppliers and internal departments, following set guidelines and procedures. Conduct regular side by side and remote Quality Assurance reviews on team members on all areas of work and systems, providing feedback and setting appropriate development or corrective actions. Manage, monitor and report Service Levels, Key Performance Indicators, staffing levels, staff activity and workflow, via available tools, one to ones and reports, to ensure maximum productivity and accuracy, addressing failures in a timely fashion. Implement and manage marketing activity through various mediums, outbound sales activity, promoting and leading up-selling across all services within the team and involvement in other revenue generating or cost saving projects and work trials, including reporting of any associated results, SLA’s, drivers and volumes. Take ownership of customer issues and follow problems through to resolution. Continue development and implementation of the customer complaints service policy for the entire organisation. Ensure timely and high quality response to queries and complaints through all channels. Work closely with other departments to flag top complaint reasons and ensure prompt resolution of customer-impacting issues. Keep ahead of industry developments and apply best practices to areas of improvement. Investigate and resolve customers' problems, which may be complex or long-standing problems that have been passed on by Customer Care personnel or other departments within the business. Create a positive, professional environment through effective communication, leading by example in the use of best practice and adhering to the company values. Work effectively with the management team, providing them with analytical data and team information as required and cascading relevant information to your team. WHAT YOU’LL NEED You will be an experienced Customer Care Supervisor with excellent knowledge of the Exhibition Industry. You will have the ability to manage, supervise, lead, and motivate others in a positive and constructive manner. You have excellent communication skills and are adept at creating lasting relationships. You will be fluent in English & Arabic (speaking and writing) and will have strong communication skills at a business level, with a solution-oriented approach.

DEVELOPMENT AND BENEFITS At GES, we look to equip you with the tools required for you to progress in your career with us. With plenty of internal opportunities to move within the business and the backing of line managers, progression is key to the business growing. This is a full-time role offering a competitive salary, dependent on experience. We operate a reward strategy based on our team members receiving a salary that best reflects their experience and skill level. #J-18808-Ljbffr