Customer Service Manager
Dubai, United Arab Emirates
Job Description
Over the last 10 years, The PETSHOP has made a real difference in the pet community and is helping pet parents along their journey. This is a great opportunity to join the largest dedicated pet retailer in the region, with 6 retail stores, a high-volume eCommerce business unit, and a mobile app. The business is expanding fast, and this role will help shape the bright future for the business and industry. Job Brief
- This role leads a team of Customer Service Executives that provides a great experience for our customers through inbound phone calls and chat by training and developing our team, solving customer issues, and developing and improving our processes.
- Management of all Omni channel activities: outbound & inbound calls, WhatsApp for business, email, and social media.
- Ensure the customer experience meets brand expectations by directly managing the Customer Service team, and consistently improving day-to-day operations.
- Improve customer service experience, create engaged customers, and facilitate organic growth.
- Take ownership of customers issues and follow problems through to resolution.
- Set a clear mission and deploy strategies focused on that mission.
- Develop service procedures, policies, and standards.
- Keep accurate records and document customer service actions and discussions.
- Analyze statistics and compile accurate reports.
- Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Ensure incoming calls and chats are handled by the team to achieve the hold time goal.
- Develop team and processes to provide excellent customer experience and resolve customer issues including responses to social media and call escalations to improve customer experience ratings.
- Keep ahead of the industrys developments and apply best practices to areas of improvement.
- Control resources and utilize assets to achieve qualitative and quantitative targets.
- Adhere to and manage the approved budget.
- Maintain an orderly workflow according to priorities.
- Strong written, verbal, and interpersonal communication skills in English and Arabic.
- E-commerce and Retail industry background and experience.
- Performance-driven and of autonomous nature
- Ability to understand complex business processes and manage them.
- Exceptional eye for detail.
- Strong customer care track record.
- Strong understanding of how brand equity and images are affected by CRM activities
- Understanding of CRM systems.
- Database performance analysis and optimizations for improved CRM activity
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Job Detail
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Job IdJD1484725
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned