Implement the customer interaction policies, systems, processes and procedures effectively in order to bring consistency and for smooth running for the department.
Forecast, develop, implement and monitor a flexible operational plan for staffing levels and shift patterns to deliver the Customer Care Strategy at acceptable service standards and maintain sustainable relationships with existing and potential customers.
Oversee and monitor the processes of the contact centre such as incoming and outgoing interactions, websites, chats, emails etc. in effective and efficient manner in order to optimize productivity and output to meet agreed SLA’s related to customer care.
Oversee daily operations from end to end service perspective and support the section head in overall risk compliance in line with company standards and objectives.
Co-ordinate with the Customer complaints department and Feedback to carry out root cause analysis of all Customer Complaints and develop solutions to the problems raised.
Liaise and coordinate with various business units/functions and entities such as marketing , sales, salwan, leasing etc. to facilitate the two way interaction with customers in order to maximize the customer satisfaction.
Oversee and monitor the call logged and entries (enquiry, leads, request and complaints) done by the team and ensure the entries are done accurately and on time on the system and all details filled.
Monitor the quality of contact centre service provided to the customers and raise if any concerns to section head for immediate action.
Provide trainings to the team and ensure the team is trained fully and continuously on the existing and new products and services of DPG in order to handle customer enquires efficiently and effectively.
Provide inputs to the continuous review and improvement of Customer Service and interaction functions and practices taking into account ‘international best practice’, changes in international standards and in the business environment which demand proactive action plans.
Ensure that timely and accurate Management reports provide relevant Management information for monitoring progress of Customer Service delivered by the team for effective decision making and corrective action.
Manage the team – setting individual objectives, managing performance, developing and motivating staff, provision of formal and informal feedback and appraisal – in order to maximize subordinate and departmental performance in the pursuit of Customer Care objectives.
Minimum Qualifications and Knowledge:
Knowledge of product and services offerings, marketing campaigns etc.
4 – 6 years of experience in similar field.
Problem resolution skills, Good communication skills in English and Arabic, Telephone Handling skills.
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