Customer Service Manager

Job Title

Do you want to love what you do at work? Do you want to make a difference, an impact, transform people's lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job you're looking for. Webook.com is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, and revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales. Webook.com is part of the Supertech Group also consisting of UXBERT Labs, one of the best digital and user experience design agencies in the GCC, along with Kafu Games, the largest esports tournament platform in MENA.

Role Overview

Oversee the contact centre to ensure ticket buyers receive the best possible experience while managing team performance and operational efficiency.

Key Responsibilities

• Provide the best possible experience for ticket buyers.
• Set, monitor, and meet contact centre rota and performance targets for efficiency and quality.
• Manage the daily operation of the contact centre, including coaching and motivating agents.
• Identify training needs and develop/deliver training material.
• Record statistics, user rates, and performance levels, preparing reports as required.
• Handle any matters requiring escalation.