Job: Customer Service Manager

Title Customer Service Manager
Categories Administration, Customer Services, Management, Public relations
Salary 15,000 to 18,000 AED
Location Abu Dhabi, UAE
Job Information

The Customer Service Manager is responsible for successfully leading the customer service team, driving excellent service and ensuring client service level agreements and satisfaction are met and exceeded. The role will lead and motivate the team of customer service officers. The person will also customer face and will be responsible delivering exceptional service to our Clients.

Key Areas of Responsibility:

•    Attend and lead customer meetings to represent Customer Service
•    Escalation of customer issues where higher-level intervention is needed for resolution
•    Active role in new client implementation processes
•    Identify and follow customer adoption trends
•    Use technical experience and customer questioning skills to identify opportunities to achieve best value from the clients spend
•    Take an active part in all customer development strategies to continually improve and strengthen the relationship.
•    Manage the accomplishments of service and productivity levels of the teams under their responsibility to:
•    Ensure all individual members of the teams are meeting both internal and external SLAs for quality, accuracy, productivity and revenue
•    Focus on productivity to improve per transaction cost
•    Identify potential process/system inefficiencies and develop corrective or new strategies within Customer Service or inter department
•    Manage Customer Service Front-office teams
•    Ensure team staffing in the event of unexpected absences
•    Responsibility for bi-annual performance review for team members to review performance and identify opportunities for training and personal development
•    Manage the staffing of teams
•    Ensure all personnel issues are handled correctly and policy is applied equally to minimize attrition and potential unemployment claims
•    Lead, motivate and develop team leaders and coach to manage consultants

Skills/Experience

•    Demonstrate operational customer service knowledge
•    Strong client-facing experience
•    Strong communication skills – friendly, confident manner with all level
•    Presentable, flexible with a desire to succeed
•    Drive for Results
•    Technical/Functional Skills
•    Analytical Problem Solving & Decision-Making
•    Written & Spoken Communications

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