Customer Service Manager
- Dubai, United Arab Emirates
- 2 years ago
- Confidential
- Permanent
- Full time
Job Description
-
Date Posted:
2 years ago -
Location:
Dubai, United Arab Emirates -
Offered Salary:
Confidential -
Gender:
Any -
Headcount:
1 -
Industry:
Advertising / Public Relations / Marketing Services -
Visa Preference:
Emp Visa - Holders -
Joining Timeline:
15 - 30 Days, 10 - 15 Days, Immediate
Job Description
Job Purpose:
Ensure excellent customer service is provided to customers in timely manner, by adhering to policies and standards to achieve highest satisfaction levels. Ensure service recovery when excellence.
Key Responsibilities:
- Has intimate knowledge of customer needs and ability to provide solutions.
- Develop and implement service initiatives to improve the customer experience.
- Build awareness of the importance of customer service function across all stations functions and teams.
- Analyse sources of service failures, identify probable root causes and recommend solutions.
- Conduct periodic visits to customers from different business segments to gather, analyse and report feedback in order to enhance service performance.
- Set action plans based on the results of periodic customer satisfaction surveys.
- Manage daily customer complaints and ensure timely resolution.
- Effectively plan and allocate needed resources to maintain the quality level across the customer service teams.
- Develop and coach all front-line employees on how to deal with customers requests, inquiries and complaints.
- Ensure that all front-line employees receive the needed training to achieve service excellence.
- Follow-up and manage the monthly customer service award nomination to motivate employees and encourage excellence.
- Continuously encourage/enable employees to solve customer inquiries and complaints.
- Manage the Global Case System and make sure all customer inquiries/requests are logged into the system and resolved within the required service level.
- Monitor the daily Collection and Dispatch performance, analyze reasons for missed pickups and take corrective actions.
- Follow-up on all FOC requests and compensations, investigate recurrent cases, and take corrective actions.
- Follow-up and enhance the Contact Centre performance monthly results.
Job Requirement:
- Bachelors degree preferably in business or related fields
- English proficiency
- Computer Proficiency: MS office Applications (Word, Excel, Power Point & Outlook)
- 3-5 years experience in a related field
Related Jobs
- Permanent
PwC Middle East
Assurance - PwC Academy - Senior Sales Support Associate - Dubai
Dubai, United Arab Emirates
- Permanent
Miral Destinations
Brand Marketing Manager (Bilingual - Arabic and English)
Abu Dhabi, United Arab Emirates
- Permanent
Standard Chartered Bank
Business Development Executive - myZoi
Dubai, United Arab Emirates
- Permanent
IHG Hotels & Resorts
Business Development Manager for European Market
Fujairah, United Arab Emirates
- Permanent
Canon EMEA
CCNA - B2C Education Marketing Specialist (French speaker)
Dubai, United Arab Emirates
- Permanent
IHG Hotels & Resorts
Cluster Marketing Coordinator - Marketing
Dubai, United Arab Emirates
- Permanent
.jpeg?Expires=1721611895&Signature=ZJSS1dcsGxdbp7ffjRJWdXPa1Uy~X7oDOPu2-5bZakafbeerPVrqtX4E5DV~Y~mJMW4BX57eYUB7v6R~hVXPHeD-RicPxc3L4WvWdtIPpQpkCPo~ggvPIYDJyfjYmXZNFsiJ~O1UzAMh7IOUaKjb61TJKg8rx346BvM5gDpqpObziucF0R~2ub3t0MCwr9tyjo52NWCH-Dmwo~NZBsQflJh15mvy3MFwVuaEOPxXGjJWuW9Ejti0N9wwVNiMAK1tGrCcn-9ThPDBjJD29axzfgz3WvgacPIwJ7rfr0~JDEa0aL7h0502l~zHeDFPG7DZHWWfzHtOVmNpvBTvxrhQjg__&Key-Pair-Id=K2NS64SN1PHYK3){kind=logo}
Ventures Middle East (VME)
Consultant - Market Research and Feasibility
Dubai, United Arab Emirates
- Permanent
Anantara Hotels, Resorts and Spas
Events Sales Manager-Outside Catering
Abu Dhabi, United Arab Emirates
- Permanent
Jumeirah Hotels & Resorts
Manager, PR & Communications - Marketing - Jumeirah Beach Hotel
Dubai, United Arab Emirates
.png?Expires=1721611882&Signature=pDUwERa7-AkHWB~EuRobE5hjzz4iJoNd4nbvZN7gAWlUM9Ufah0IJ-trc86TZT2-h8ajpgu45V9FifseH9~FeaOednsJp27-aIVMOeYoJxy9nOJ~Jk0TTr97AHSl-uPDYLPJiuc3mlD3-czZvdGDTUbw0mn9qw3TwvbIv3mm8vO0hM6ONQXlf0Tco97TmkeU3Ea9QwLLyll64PeKCN3rj9f7wnATKxu42RrOuLwdIuMvIpWVCQyEMyivAhrsk9QOX7PNSzmeYnAuLk6ZdJfG9rM2nl-1mHQbhCuOw20uAPwJR1oLa2OZ-~REVNL~rkRimIw8fUwo8oK1FJ2IKoFhCg__&Key-Pair-Id=K2NS64SN1PHYK3){kind=logo}
- Permanent
Chalhoub Group
Performance Marketer - Michael Kors & Swarovski
Dubai, United Arab Emirates
- Permanent
Emirates Islamic
Relationship Manager - Priority Banking
Ras Al-Khaimah, United Arab Emirates
- Permanent
Emirates Islamic
Relationship Manager - Priority Banking - AJman
Ajman, United Arab Emirates
.jpeg?Expires=1721611895&Signature=kttR0F4inZ6Tc~FzxYuVsq~VpSb-See-RZSqZQHHItULhGDEMhkxVFe4k~vgRQ6Ek02jFdB0aF9Q7gLxcwthuSOGVU1fiN98iPRa~7cJ3f3aznEZzK5VNSNoWHppAyfOZ3O-LDPjyNC8asjZsijmaYRK7DgftehQ-iB~a~hbo0IYVsWxsuln3Wd6hd3egzIN-tJzZub7ooxS-yVdKYg7XvWmzspSj0BiQL9QmKNCCPY7kUp~7xCjeqn419CjGK0RW5rrvEyMYUqe~5-amrwg5gkQJN-9RaiKl3EqDedxwPqiryPDqmtRQOm9gE8CMyTNldPsQiDPAdVMGjHZoR6rEA__&Key-Pair-Id=K2NS64SN1PHYK3){kind=logo}
- Permanent
Savills Middle East
Marketing Director, Residential Agency - Middle East
Dubai, United Arab Emirates
- Permanent
Al-Futtaim
Assistant Merchandise Planner | Retail | Watsons | UAE
Dubai, United Arab Emirates
- Permanent
Agoda
Associate Director, Marketing Analytics (Bangkok Based, Relocation Provided)
Abu Dhabi, United Arab Emirates
- Permanent
Emirates Airlines and Aviation
Sales Steering and Commercial Support Manager
Dubai, United Arab Emirates
- Permanent
Hyatt Centric Jumeirah Dubai
Sales and Marketing Management Trainee
Dubai, United Arab Emirates
- Permanent
IHG Hotels & Resorts
PR & Marketing Manager at InterContinental Fujairah Resort
Fujairah, United Arab Emirates
- Permanent
Al-Futtaim
Marketing Executive | Al Futtaim Health | Healthcare
Dubai, United Arab Emirates
- Permanent
Majid Al Futtaim
Business Development & Growth - Senior Manager
Dubai, United Arab Emirates
