Customer Service Manager
fabican
Doha
منذ 12 ساعات
source : ExploreJobs

DohaThe Customer Service Manager is responsible for nurturing the customer service culture across thegroup by ensuring increased awareness of customer service standards and procedures.

Key AccountabilitiesDevelop the customer service strategy ensuring its dully implementation and alignment across thegroup and all business lines.

Develop and lead customer service initiatives and processes implementation (such as VOC, FocusGroups and online surveys, Mystery shopper) in order to monitor and enhance customer satisfactionOptimize the customer service processes in the shops by re-

designing, enhancing and implementingoperational policies and procedures adhering to best practices and International standards in order tomaximize customer satisfaction, improve service and deliverablesDevelop and implement dashboard, systems and software's to ensure the most pertinent and updatedmeasurement and analysis tools are in placeRecruit, train, develop, supervise and support the team in the delivery of front line customer service inorder to ensure elective and timely handling of customers’ inquiries, requests and complaintsPrepare the annual budget and business plan of the departmentKeep abreast of market trends and activities ensuring an efficient market intelligence is in use and inplace to have a proper understanding of the customer’s perceptionQualifications, Experience, KnowledgeBachelor’s Degree3years in a managerial role, Multimedia experience is a plusFluency in English, Arabic is a plusProficiency in MS OfficeCompetenciesInitiativeStrategic ThinkingDeveloping and Motivating othersDecision MakingCommercial UnderstandingAnalytical ThinkingDriving and Achieving results

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