Lead Wonder’s customer consultation team, including in-house pharmacists and freelancers, to deliver a consistent, high-quality customer experience that builds trust and supports sales growth. The role is responsible for managing daily operations, developing team performance, and ensuring consultations meet established quality and customer safety standards. Through data analysis, proactive customer engagement, and the effective use of AI and automation, the Customer Excellence Leader improves response times, productivity, consultation-to-order conversion, and repeat purchases, while building an accountable and increasingly independent team.
- المسؤوليات:
Set and track daily, weekly, and monthly targets, forecast conversation volumes, organize shifts, and distribute workloads to achieve response time, productivity, and conversion goals.
Evaluate performance and alignment with company values, provide regular feedback and coaching, address performance and commitment gaps, and promote accountability, fairness, and effective delegation.
Oversee freelancer recruitment, performance levels, incentives, payment entitlements, and the continuation or termination of collaboration based on performance and operational needs.
Establish and document consultation standards and sensitive-case protocols, conduct regular quality reviews and calibration sessions with the scientific advisor, and manage escalated cases and major complaints.
Review Wandoura’s skincare recommendations and chatbot handoff rules, improve workflows and automated responses on Respond.io, and train the team to use AI tools safely and effectively
Lead First Advice and Follow-up initiatives, monitor their effectiveness, and improve how the team supports customers throughout the consultation and purchasing journey.
Prepare weekly and monthly performance reports, identify the root causes of recurring issues, and coordinate with After-Sales, Product, Marketing, and Purchasing to improve processes and reduce manual work and errors.
- شروط العمل:
تعاقد ثابت
هجين
Damascus Governorate - Damascus, Free Zone
- متطلبات العمل:
درجة التعليم: إجازة جامعية
- مجال الخبرة
5سنوات خبرة في
Customer Service or Customer Consultation
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