Customer Service Manager
Accor hotels
Doha, Qatar
منذ 2 يوم
source : PostJobFree

Description :

Customer Service Manager

At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty.

From the time the customer orders with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home.

The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless delivery to the customer.

In the event a customer should contact our support team via phone, email, chat, social media, or in other ways, we empower our Customer Service Team to resolve the issue.

We are passionate about our customers and work to delight them on every interaction with Wayfair.

What You'll Do

Manage a team of 12-18 consultants at varying skill levels

Supervise consultants answering calls and emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries and any other issues that may arise in the order fulfillment process

Provide extensive coaching and counseling to assist consultants in meeting customer satisfaction, resolution targets, exceed customer expectations, build customer loyalty and take advantage of sales opportunities

Conduct side-by-side observations and quality assurance (call monitoring) reviews

Make recommendations and / or take corrective action to manage performance as appropriate and be an integral part of the disciplinary and termination process

Work closely with Human Resources and Senior Leadership to address and resolve employee issues

Effectively interview and recommend candidates for hire

Analyze trends based on historical data to close performance gaps

Respond in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution

What You'll Need

Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment

Proven ability to close performance gaps

Excellent communication and relationship building skills

Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment

Bachelor’s Degree or equivalent customer-facing and management work experience

Job Type : Full-time

Salary : $53,500.00 to $56,000.00 / year

Experience :

management : 2 years (Required)

Customer Service : 2 years (Required)

Location :

Bangor, ME (Required)

Work Location : One location

Benefits : Health insurance

Parental leave

Tuition reimbursement

This Job Is Ideal for Someone Who Is :

Dependable more reliable than spontaneous

People-oriented enjoys interacting with people and working on group projects

Adaptable / flexible enjoys doing work that requires frequent shifts in direction

Detail-oriented would rather focus on the details of work than the bigger picture

Achievement-oriented enjoys taking on challenges, even if they might fail

This Job Is :

A job for which all ages, including older job seekers, are encouraged to apply

Open to applicants who do not have a college diploma

Doha, Qatar

Al Dafna, Umm Salal Municipality, Qatar

Doha, Qatar

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