Customer Care

3 months ago


Dubai, United Arab Emirates Elite WhereGO Full time

**Job Title: Customer Care & Sales Manager**

**Location: Dubai, UAE**

**Department: Customer Care and Sales**

**Reports To: General Manager / Director of Operations**

**Job Overview**:
The Customer Care & Sales Manager will be responsible for overseeing the customer service operations and managing the sales team. This role requires ensuring customer satisfaction, driving sales growth, and implementing strategies to improve service levels and sales performance. The manager will also collaborate with various departments to meet the company’s operational and sales objectives.

**Key Responsibilities**:
**Customer Care Management**:

- **Develop and Implement Customer Care Strategies**: Establish customer care policies to ensure customer satisfaction and retention.
- **Oversee Day-to-Day Customer Service Operations**: Manage a team of customer care representatives, ensuring timely and effective resolution of customer inquiries and complaints.
- **Customer Feedback & Improvement**: Monitor customer feedback, identify pain points, and work on solutions to improve overall service quality.
- **Handle Escalations**: Act as the point of contact for high-level customer escalations and complaints, ensuring swift and satisfactory resolution.
- **Training & Development**: Develop training programs for customer care staff to improve customer handling, communication, and problem-solving skills.

**Sales Management**:

- **Develop Sales Strategies**: Design and implement sales plans to achieve the company’s revenue goals.
- **Manage Sales Team**: Lead, coach, and monitor the performance of the sales team, ensuring they meet their individual and collective sales targets.
- **Client Relationships**: Build and maintain strong relationships with key clients and partners to encourage repeat business and new leads.
- **Reporting & Analysis**: Analyze sales data and prepare detailed reports on sales performance, market trends, and customer preferences.
- **Sales Growth**: Drive initiatives for upselling and cross-selling to maximize revenue generation from existing customers.

**Cross-Department Collaboration**:

- **Work with Operations & Delivery Teams**: Coordinate with the delivery and logistics teams to ensure that customer promises are met in terms of timely delivery and service excellence.
- **Collaborate with Marketing**: Partner with the marketing team to create sales campaigns, promotions, and customer engagement strategies to boost sales.

**Required Qualifications & Experience**:

- **Bachelor’s Degree** in Business Administration, Marketing, or a related field.
- **5-7 years** of experience in a customer care or sales management role, preferably within the logistics, e-commerce, or delivery industries.
- Proven track record of successfully managing a sales team and delivering on sales targets.
- Strong understanding of customer service principles, sales techniques, and business development strategies.
- Driving License is required.

**Key Skills**:

- **Leadership**: Ability to lead and motivate a team, fostering a high-performance environment.
- **Communication**: Excellent verbal and written communication skills, capable of handling client negotiations and internal collaboration.
- **Customer-Centric Mindset**: Strong focus on customer satisfaction and experience.
- **Analytical Skills**: Ability to interpret data, identify trends, and make data-driven decisions.
- **Problem-Solving**: Quick thinking and the ability to resolve customer issues efficiently and effectively.
- **Multitasking**: Ability to manage multiple projects and priorities in a fast-paced environment.
- **Tech Savvy**: Familiarity with CRM systems, sales software, and customer service tools.

**Preferred**:

- Experience in the **UAE market** with knowledge of local customer behavior and business culture.
- **Bilingual** proficiency in Arabic and English is a plus.

Application Deadline: 15/10/2024


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