Customer Service Manager
4 weeks ago
**Key Responsibilities**:
- **Team Management**: Lead, train, and motivate the customer service team to deliver exceptional service. Conduct regular performance reviews and provide constructive feedback.
- **Customer Interaction**: Address complex customer inquiries, complaints, and feedback. Ensure timely resolution and maintain a positive customer relationship.
- **Policy Development**: Develop and implement customer service policies, procedures, and standards to ensure consistency and efficiency in service delivery.
- **Performance Monitoring**: Track key performance indicators (KPIs) and metrics to assess team performance and customer satisfaction. Implement strategies for improvement based on data analysis.
- **Process Improvement**: Identify opportunities for process improvements to enhance service quality and efficiency. Implement changes and monitor their effectiveness.
- **Collaboration**: Work closely with other departments (e.g., Sales, Marketing, Product Development) to address customer needs and feedback. Ensure alignment between customer service and company goals.
- **Reporting**: Prepare and present regular reports on customer service performance, trends, and issues to senior management.
- **Customer Feedback**: Collect and analyze customer feedback to identify trends and areas for improvement. Use insights to drive service enhancements and strategic initiatives.
- **Training and Development**: Develop training programs and materials for new hires and ongoing employee development. Ensure the team is up-to-date with product knowledge and service techniques.
**Qualifications**:
- **Education**: Bachelor’s degree in Business Administration, Management, or related field preferred. Relevant experience may substitute for education.
- **Experience**: Minimum of [3 ] years of experience in customer service, with at least [Y] years in a managerial or supervisory role.
**Skills**:
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in customer service software and CRM systems.
- Analytical skills to assess performance metrics and customer feedback.
- Problem-solving abilities and conflict resolution skills.
**Working Conditions**:
- **Hours**: [12 and 1 hour brake per day]
**Job Types**: Full-time, Permanent
Pay: AED2,500.00 - AED3,000.00 per month
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