Performance and Training Specialist

Justlife is rocking the region with its beautifully designed for all home services app and looking for brilliant minds and skilled professionals who can think outside the box and have a limit that defies the sky.

Do you envision shaping the future of all home services in one of the fast-growing tech startups based in Dubai?

Come onboard and dedicate yourself to becoming #everydaybetter!

Take over a key role as a Performance and Training Specialist inthe Customer Experience department and be a part of this exciting adventure of never-ending growth and success. 
 

What we expect from you:

• Audit calls, chats, and emails to assess product knowledge, process adherence, communication, and soft skills
• Provide regular feedback and coaching to enhance team performance and improve handling of future interactions
• Identify areas of improvement in customer interactions and provide constructive feedback
• Analyze call center metrics to identify trends and provide actionable insights to enhance customer experience
• Coordinate mentorship programs for new customer service representatives
• Use a quality monitoring data to compile and track performance at team and individual levels
• Provide performance feedback to stake holders
• Recommend and implement process improvements to enhance efficiency and service quality
• Participate in calibration sessions to ensure consistency in scoring and feedback delivery
• Contribute to updating the company’s knowledge base by identifying new scenarios and refining existing content
• Conduct training sessions to enhance agent skills, service quality, and compliance
• Work closely with all teams to align processes with business goals

What we are looking for:

• Bachelor's degree from an accredited university
• 3-5 years of related Call Center experience
• Outstanding customer service skills and dedication to providing exceptional customer care
• Exceptional communication, coaching and analytical skills
• Strong focus on quality and customer satisfaction
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Ability to multitask and successfully operate in a fast-paced environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Bilingual (Arabic and English)
• Strong knowledge of Microsoft Office and Google Workspace
• Ability to work under pressure and adapt to shifting priorities and workloads
• High emotional intelligence with a strong ability to motivate agents
   

PERKS OF BEING A PART of JUSTLIFE

Nothing would replace the start-up spirit, working with an evolving culture and fulfilling workplace! And, we offer you benefits like:

We care about you

• One-day extra vacation on your birthday with our JustHoliday!
• Free Justlife credits so you can enjoy our own services.
• Work reality escapes opportunities through team-building games, challenges, and many more activities.

We improve you

• Working with a great team and entrepreneurial spirit.