To lead the customer Service, Call Center & QC function for the Home Division and to improve customer satisfaction, drive customer loyalty and deliver improved profitability. The development of the Customer Service team is also a key success factor. This key role will provide the daily coaching to drive efficiency in sales and operations and deliver a world class experience for our customers

• Lead and Manage across Customer Service Call Center and Quality Control functions to identify opportunities and implement solutions to improve the customer experience including on-time delivery, responsiveness, quality, after sales and technical support
• Fully understand all internal and external legislation relevant to the role
• Observe and coach staff to improve standards, knowledge, skills and behaviours
• Provide weekly, monthly reports on the performance of managed functions
• Ensure quality and consistency in the process of customer handling in the end to end process
• Positively contribute to the overall objective of the customer service index and profit objectives; And to the Process of continuous improvement
• Design & Deliver workshops and trainings for new starters and refreshers training to current staff on regular basis
• Create effective customer service procedures, policies, and standards
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
• Champion opportunities to consistently improve the Quality, deliver an enhanced customer experience at all customer touch points
• Work across teams to continually eliminate unnecessary processes and continually implement new ways to enhance the Safat Home Customer Experience
• Implement an effective customer loyalty program
• Maintain accurate records and document all customer service activities and discussions
• Assess service statistics and prepare detailed reports on your findings
• Hire and train new customer service agents
• Manage the approved budget of the customer service department
• Stay informed on the latest industry techniques and methods

• 10 years retail experience or product knowledge preferred
• Strong organizational skills, detail oriented, and the ability to handle multiple priorities
• Excellent people management skills
• Planning, organising and leadership abilities
• Team player
• Analytical and computer literate
• Able to have difficult conversations, clearly explains initiatives in sufficient detail to gain understanding, and the support of internal and external customers and partners
• Excellent attention to detail, diligent and methodical approach to work
• Experienced in training, coaching and developing others
• Quality focused and result driven
• Excellent communication skills