Vacancy for Customer Service Manager, Alghanim, iiQ8

 

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Customer Service Manager

Date: 14-Oct-2020

Location: KW

Company: Alghanim Industries

Job Summary

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

Job Responsibilities
  • 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
Candidate Requirements
  • 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


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October 14, 2020 11:57 AM

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