Job Description

A reputed Driving Academy in QATAR is looking for "Customer Service Manager" position : Job Specifications & Skills:

• University (Bachelor's Degree).
• Field experience 7 to 8 Years.

• Fluent Arabic & English speaking.
• Management skills.
• Customer Service.
• Service Knowledge.
• Quality Focus.
• Problem Solving.
• Market Knowledge.
• Documentation Skills.
• Listening, Phone Skills.
• Resolving Conflict.
• Analyzing Information.
• Multi-tasking.

Duties and Responsibilities :

• Coordinate and implement customer-based initiatives that will impact the perception of the academy in a positive manner.
• Develop and foster relationships with internal and external customers that will enhance the academy services.
• Coordinate with all Departments to understand the academy services being provided and develop or enhance the delivery of those services.
• Develop and implement plans for delivery of services via Call Center, Website, and face to face.
• Conduct internal and public surveys to determine customer satisfaction and strategic direction.
• Implement technology where appropriate to enhance service delivery.
• Develop and maintain a strategic plan for continued improvement of customer service.
• Keeps accurate records of consumer contact and consumer involvement using electronic -based record keeping systems as directed.
• Establish measurement tools to measure, monitor, and evaluate staff performance to assure quality of service, professionalism, and courtesy. Identify actions that can improve call quality and customer satisfaction.
• Develops and establishes procedures and policies governing all customer service department activities with a goal towards continuous improvement.
• Attracts potential customers by answering service questions, suggesting information about other services.
• Special projects, reporting and other duties as assigned.
• Update job knowledge of customer services staff by participation in educational opportunities.
• Oversee staff development and training plans.
• Coordinate efforts of customer service team with accounting department.
• Troubleshoot and resolve non-routine customer complaints.
• Collects, analyzes and reports customer issues related to Service performance; recommends feature changes based on customer trends and feedback.
• Identifying, propose, implement and oversee process improvements that will reduce operational expense and increase customer satisfaction.
• Direct all order management and customer/consumer support activities providing team with processes, tools and improvements resulting in increased capacities, improved accuracy.
• Selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
• Advise financial accounts by processing customer adjustments.
• Recommends potential services to Academy management by collecting customer information and analyzing customer needs.
• Ensure that all the customers' data are keyed-in correctly in the Academy Management System.
• Maintain good working relationship with customers and all colleagues.
• Ensure the company reputation is good by providing good customer service with customer services staff.
• Take instruction well from department Management as then and when.
• Attend all trainings, briefings and meetings schedules as arranged by Management.

Job Type: Full-time Salary: From QAR5,000.00 per month Ability to commute/relocate:

• Doha: Reliably commute or planning to relocate before starting work (Required)