Customer Support Supervisor

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Raya Auto; one of Raya’s subsidiaries is hiring a Customer Support Supervisor

What will you do?

•      Oversee and resolve high-priority escalations and complex customer complaints to ensure customer satisfaction.
•       Monitor team productivity and ensure compliance with service level agreements (SLAs), average handling time (AHT), abandoned calls (Abd. Calls), and first call resolution (FCR).
•       Analyze agent performance metrics and compile detailed reports for the CRM Section Head, offering insights and recommendations for improvement.
•       Conduct call quality monitoring to maintain consistent service excellence and identify opportunities for coaching and development.
•       Define and communicate performance expectations, including schedule adherence, productivity targets, break management, and handling exceptions.

What will you need?

•      Bachelor’s degree in any related field
•      Minimum 2-3 years of experience in customer service, support or any similar role.
•      Familiarity with CRM systems
•      Proficiency in Microsoft office Suite

What is unique about Raya?

•       Are you an eager learner? Raya believes in its employees, so we aim to continuously provide learning & development plans for all of our employees to ensure their personal and career development.
•       Are you looking for career progression? Raya is an entity where you can grow whether horizontally or vertically as we offer internal transfer opportunities.
•       Are you looking for a rewarding environment? Raya's top achievers are awarded annually with an international 5 days trip.
•       Are you looking for an opportunity to give back to the community? Raya encourages their employees to give back to the community through different ongoing CSR programs and  initiatives.
•       Are you a foodie? Exclusive discounts for Raya employees at Raya’s Restaurants (Ovio, Jones The Grocer, The Lebanese Bakery, and Loris).