Customer Service Manager
Nationality: ARAB National ONLY
Experience: 5-8 years
Salary: 12,000-14,000 AED
Location: Ras Al Khor, Dubai
The Customer Service Manager (CSM) is responsible for leading the delivery of the best customer service possible by supervising customer service associates, call center agents and receptionists and providing them with training, coaching mentoring.
Key Tasks & Responsibilities
Build and drive a customer experience culture to positively impact the customer’s feelings
Map operation processes to customer satisfaction KPIs
Communicate and integrate KPI requirements into the call center staff goals and actively monitor and measure the delivery
Develop and implement policies, process maps and standard operating procedures
Monitor daily performance of call center and customer care staff and request reports
Conduct dashboard meetings with team members to discuss updates and directions, streams, performance and follow up
Periodically meet with management to ensure updates in business processes are properly aligned and to revisit existing processes to ensure continuous improvement.
Manage the process and performance of revenue generation opportunities through promoting products/services to clients
Investigate customer’s problems and find solutions.
Communicate with customers via phone, email, or letter.
Hire, train, and terminate customer service and call center agents
Provide scripts to read from during phone calls
Handle major incidents that cannot be resolved by agents.
Analyze call center data and statistics.
Compile and print reports on overall customer satisfaction.
Isolate and identify areas of improvement.
Train agents on how to adequately address problem over the phone or how to write correspondence.
Work with management on customer service initiatives.
Utilize social media to respond to customer complaints and praise.
Supervise customer service managerial staff.
Train managers on how to effectively lead customer service agents
Allocate extra resources and overtime when needed, by encouraging participation and recognizing highest contributors.
Maintain and enhance the company’s standards of customer service.
General Responsibilities (for all EA employees):
Respect and support fellow employees at all times
Act safely and in an environmentally friendly way
Safeguard confidential information and documents
Respond to changes positively (technical advancements as well as organizational changes)
Preserve and protect company’s reputation
Be quality conscious and endeavor to get things done right the first time
Be results-oriented. Alert others promptly when task may not produce the intended result
10 years in a similar associate role preferably in telecom or dot com sector
University degree – bachelor’s
Master’s degree in Communication from an accredited institution
Email .doc file CVs to: firstname.lastname@example.org
Expiration (if on Tourist visa)
Availability to join
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