Manager Customer Service

Abu Dhabi, United Arab Emirates

Adecco MiddleEast

15 Current Jobs Openings

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Job Description

Duties & Responsibilities

Manage & drive the standardized global processes & introduce the processes into the business.
Implement continuous improvement & process excellence across the business & drive productivity & KPI improvement
Manage \xe2\x80\x98Lean\xe2\x80\x99 projects to reduce errors, reduce process time, improve service delivery and customer experience.
Taking ownership of & ensuring top performance on customer care.
Actively building strong relationships with customers & gaining understanding of their businesses, service needs.
Actively seeking & continuously improving opportunities with relation to internal & external stakeholders.
Participating in improving projects while fully focusing on achieving the team objective. develop & implement customer service policies & procedures
Define & communicate customer service standards & accountable for Customer Service KPIs
Review & assess customer service contracts
Oversee the achievement & maintenance of agreed customer service levels & standards
Direct the daily operations of the customer service team
Plan, prioritize & delegate work tasks to ensure proper functioning of the department
Ensure the necessary resources & tools are available for quality customer service delivery
Review customer complaints
Track customer complaint resolution
Handle complex & escalated customer service issues
Monitor accuracy of reporting & data base information
Analyze relevant data to determine customer service outputs
Identify & implement strategies to improve quality of service, productivity & profitability
Co-ordinate & manage customer service projects & initiatives
Evaluate & performance manage staff
Identify & address staff training & coaching needs
Responsible for performance assessment, coaching, training & development of the Customer service team.
Gather information required to help investigation & resolution in invoice dispute.

Requirements

Diploma / Degree in Business Studies / Logistics & Operations Management / Maritime Transportation / Nautical Studies or equivalent Lean Six Sigma Black Belt
Must be proficient in all Microsoft applications, advance knowledge of Excel is an asset.
Great team leadership skills with an ability to encourage high levels of performance & personal development through coaching, feedback & support.
Excellent verbal communication & presentation skills with the ability to communicate on all levels.
Excellent negotiating & conflict resolution skills.
Able to work independently & in a team encouraging & respecting the contribution of others & volunteering information & ideas.
Able to meet deadlines through good time management & allocation of priorities.
Strong interpersonal understanding with an awareness of different cultures
Results oriented & ability to set targets & to monitor & drive performance of the team

Job Type: Full-time Salary: Up to AED15,000.00 per month Ability to commute/relocate: