Customer Service Manager
Sharjah, United Arab Emirates
Job Description
OVERVIEW Job Title Customer Service Manager Department Customer Service Job Code CS-M Reporting Relationships Reports to : ED/CEO Supervises : Customer Service Supervisor Location Sharjah Industrial Area 2 Role Purpose To play a pivotal role in ensuring exceptional customer satisfaction and managing the customer service team. The primary responsibility will be to oversee all aspects of the customer service department, including handling customer inquiries, resolving issues, planning & conducting trainings, implementing creative ideas, customer programs, and maintaining a high level of customer service standard. KEY ACCOUNTABILITIES & KEY ACTIVITIES Manage the customer service department
- Oversee the day-to-day operations of the customer service team, ensuring that all customer inquiries, concerns, and complaints are addressed promptly and professionally.
- Recruit, train, and develop a high-performing customer service team, providing ongoing coaching and support to improve performance and maintain a positive work environment.
- Establish and enforce performance standards and best practices for the customer service team, ensuring that all team members are meeting or exceeding company expectations.
- Regularly assess and analyze customer feedback, identifying trends and areas for improvement to enhance customer satisfaction and loyalty.
- Act as the point of contact for complex or escalated customer concerns, working closely with the customer and relevant departments to find a timely and satisfactory resolution.
- Collaborate with other departments, such as sales, marketing, and operations, and auction team to ensure a seamless customer experience and address any cross-functional issues that may arise.
- Create and implement customer service policies and procedures to ensure a consistent and high-quality customer experience.
- Oversee all customer correspondence, including email, phone calls, and social media interactions, ensuring that all communication is professional, accurate, and timely.
- Regularly monitor and report on customer service KPIs, providing insights and recommendations for improvements as necessary.
- Keep up-to-date with the latest developments in the car auction industry, ensuring that the customer service team is well-equipped to address any changes in customer needs or expectations.
- Bachelor's degree in business administration or a related field, or equivalent experience.
- A minimum of 7 years of experience in customer service, with at least 3 years in a managerial or supervisory role.
- Proven track record of managing and improving customer service processes and systems.
- Excellent communication, interpersonal, and conflict resolution skills.
- Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and customer relationship management (CRM) software.
- Knowledge of the automobile / car auction industry is a plus.
- Sharjah: Reliably commute or planning to relocate before starting work (Required)
- Can you join immediately ?
- Arabic, English, Hindi, Urdu (Preferred)
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Job Detail
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Job IdJD1548357
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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 LocationSharjah, United Arab Emirates
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EducationNot mentioned