Sep 01, 2021

Retail Support Manager (1021)

  • equiti
  • Amman, Jordan
Full time Customer Support Operations

Job Description

Equiti is seeking a career-minded individual who is highly motivated, and client-focused for a full-time position as a Retail Support Manager who will be based in our Jordan office. You will manage a pro-active and professional Client Support Team within the Foreign Exchange industry for the key operational activities including the implementation of systems and processes. Successful candidates are required to have experience managing teams in fast-paced retail environments.


The Customer Support Manager will be responsible for driving superior customer support to clients through policies, procedures, and setting goals whilst keeping the team motivated. You will be up to date on industry products and trends, and train staff accordingly.


The ideal candidate will have proven experience working in a customer support position, show excellent managerial skills and interpersonal skills, be able to communicate to an exceptional standard, and be a role model and mentor to staff.

Key Responsibilities:

  • Communicate the vision and objectives of the customer support team by monitoring and reviewing each agent’s contribution to the betterment of the department and appraising outstanding customer support performance.
  • Be visible and available at all times, providing guidance, instruction and direction to the team.
  • Mentor team members, identify lapses, and conduct training on the job to equip staff with knowledge of developing trends in order to build a highly skilled department.
  • Play a role in conjunction with the human resources department in recruiting, orienting, training, assigning, coaching, and disciplining Customer Support Agents.
  • Ensure that members of the Operations team adhere to company rules and work ethics.
  • Create and expand the current processes and procedures to improve the overall efficiency and documentation and specify product requirements for operational success.
  • Provide a professional, efficient, accurate and customer orientated service in line with agreed standards and processes. Prioritising workload as required and ensuring all calls / visitors are dealt with appropriately to guarantee client satisfaction.
  • Build a strong relationship with clients and team members in order to improve the client experience.
  • Liaise with departments across different entities to ensure the Client Support team has all necessary information to perform their roles.
  • Assist with ad hoc projects as assigned by the department manager.
  • Coordinate monthly reports of the Client Support Teams performance and production activities and KPIs.
  • Facilitate interactions between the internal team and the hosted platforms for the overall success of the organisation.
  • Manage all client complaints in a highly proficient manner, resolving all issues within reasonable time.
  • Work closely with the Head of Operations to ensure timely and accurate requests are dealt with.
  • Oversee the Client Support Teams daily responsibilities.
  • Communicate even complex concepts in clear, simple, and easily understandable terms.
  • Managing the customer support department’s day-to-day functions.
  • Implementing customer support processes to enhance customer satisfaction.
  • Formulating and revising customer support policies and promote their implementation.
  • Informing the team of all new information related to products, procedures, and trends.
  • Assessing support statistics and preparing detailed reports on the findings.
  • Interviewing and hiring new employees.
  • Overseeing and evaluating the team's ongoing training efforts.
  • Delivering performance evaluations and following the disciplinary process according to company policy.
  • Managing the budget of the customer support department.


Skills and Competencies:

  • Strong analytical and problem-solving skills.
  • Excellent management and attention to details. Being flexible and adaptable is very important.   
  • Aptitude for building relationships and ability to communicate on complex issues.
  • Fluent in spoken and written Arabic, and English.
  • Good knowledge of Microsoft Office, computer operation and experienced with Excel formulas.
  • Self-starter and able to work with minimal supervision.
  • Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.
  • Has capacity to adapt to the changing market environment and work well under pressure.
  • Proven experience as a customer support specialist, preferably within a similar environment.
  • Thorough knowledge of legislation pertaining to consumer protection.
  • Prior experience in a managerial or supervisory role is mandatory.
  • Demonstrate an ability to use raw data and information to analyse customer support trends and develop strategic solutions and insights that will lead to more efficient customer service and customer satisfaction.
  • Well-developed arbitration skills with the ability to remain impartial.
  • Affinity for multitasking with precision.
  • Capacity to accept and utilize constructive criticism.
  • Alignment with our company's values.


Required Knowledge, Qualifications and Experiences

  • Degree holder in Business, Finance, Economics, or Business-related.
  • 3 – 5 years’ experience in Finance / Banking / Customer Service industries is mandatory.
  • Excellent interpersonal and customer service skills in English and Arabic.

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