Customer Service Manager
Manama, Bahrain
Job Description
13184-Customer Service Manager
Experience: 10-15
Posted: 20 Feb,2023
Location: Bahrain
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1. Principal Responsibilities, Accountabilities and Deliverables of Role:
- Lead and manage a team of GTB customer service representatives
- Develop and implement customer service policies and procedures
- Monitor and evaluate customer service performance and implement improvements as necessary
- Respond to customer inquiries and complaints in a timely and professional manner
- Resolve customer issues and complaints efficiently and effectively
- Develop and maintain relationships with key stakeholders, including customers and internal departments
- Create and deliver training programs for customer service representatives
- Analyze customer service data and trends to identify areas for improvement
- Ensure compliance with customer service regulations and laws
- Take full responsibility on documenting the necessary scripts for customer service representatives
- Define and execute a continuous improvement plan on customer journeys
- Proactively provide training to ensure digital adoption
- Define and agree SLAs with the different departments to ensure smooth communication and service delivery.
2.Risk, Compliance & Business Continuity
3 . Job Requirements:
- Understand and adhere to all relevant compliance regulations and laws
- Continuously monitor and assess risks associated with the customer service process
- Develop and implement contingency plans to minimize disruption to business continuity
3 . Job Requirements:
Experience
- Minimum of 10 years of experience in corporate customer service management
- Proven experience in leading corporate customer service teams
- Strong understanding of corporate customer service best practices and principles
- Excellent communication and interpersonal skills
- Strong problem-solving and decision-making abilities
- Ability to work in a fast-paced environment and adapt to changing requirements
- Strong project management and organizational skills
- Experience in creating and delivering corporate customer service training programs
Education / Certifications
- Bachelor\'s degree in Business Administration, Marketing or related field
Personal Attributes
- Strong leadership skills, able to train, motivate and direct team members, and able to create a positive and productive work environment.
- Fluency in English, Arabic and French is a plus
- Strong analytical skills and ability to analyze corporate customer service data and trends
- Strong ability to work well under pressure and meet tight deadlines
- Strong attention to detail and accuracy
- Positive attitude, proactive and results-oriented
- Strong work ethic and ability to work independently
- Strong corporate customer service focus and dedication to customer satisfaction.
Required Skills
Skill
Years
Months
Global Transaction Banking
10
1
Corporate strategy
10
1
Customer Service
10
1
Manage Training & Documentation
10
1
Customer Solutions
10
1
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Job Detail
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Job IdJD1527474
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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 LocationManama, Bahrain
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EducationNot mentioned