Dog Kennel

This role will include running of the day to day operations of the kenn. Here at Tail-Waggin we are a family run business and have very high standards. Customer Service is a must along with a passion for animals. We always thrive to provide a great experience for our customers through developing our team, solving customer issues, and developing and improving our kennel and making not only the customers happy but also the dogs.

**Key Responsibilities**:

- Ensure the customer experience meets brand expectations by directly managing the Customer Service team, and consistently improving day-to-day operations.
- Improve customer service experience, create engaged customers, and facilitate organic growth.
- Take ownership of customers issues and follow problems through to resolution.
- Set a clear mission and deploy strategies focused on that mission.
- Develop service procedures, policies, and standards.
- Keep accurate records and document customer service actions and discussions.
- Analyze statistics and compile accurate reports.
- Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Ensure incoming calls and chats are handled by the team to achieve the hold time goal.
- Develop team and processes to provide excellent customer experience and resolve customer issues including responses to social media and call escalations to improve customer experience ratings.
- Control resources and utilize assets to achieve qualitative and quantitative targets.
- Adhere to and manage the approved budget.
- Maintain an orderly workflow according to priorities.
- Manage kennel and staff.
- Make sure dogs and cats are taken full care of.
- Run day to day kennel operations.

**Skills and Experience**
- Strong written, verbal, and interpersonal communication skills in English and Arabic.
- E-commerce and Retail industry background and experience.
- Performance-driven and of autonomous nature
- Ability to understand complex business processes and manage them.
- Exceptional eye for detail.
- Strong customer care track record.
- Strong understanding of how brand equity and images are affected by CRM activities
- Understanding of CRM systems.
- Database performance analysis and optimizations

**Salary**: From AED7,500.00 per month

Ability to commute/relocate:

- Al Quoz: Reliably commute or planning to relocate before starting work (required)