Customer Care Manager
3 days ago
**About Us**:
We are a leading provider of mattresses and home furnishings in the UAE, operating through a thriving Shopify e-commerce marketplace store and several retail locations. We prioritize exceptional customer service and are looking for a passionate individual to join our team.
**About the Role**:
As our Customer Care Manager, you will be the bridge between our customers and seamless shopping experiences - across both online and in-store channels. Your primary responsibility will be to handle customer inquiries, resolve issues efficiently, and ensure smooth fulfillment through our supply chain.
**Responsibilities**:
Supervise, train and coach customer care agents on best practices, policies and procedures
Monitor and evaluate the performance and quality of customer service and provide feedback and guidance
Handle complex or escalated customer issues and complaints and ensure timely and effective resolution
Develop and implement customer service strategies and initiatives to improve customer satisfaction, loyalty and retention
Analyze customer feedback and data to identify trends, issues and opportunities for improvement
Coordinate with other departments and stakeholders to ensure smooth and efficient operations and delivery of products and services
Manage the inventory, logistics and distribution of products and services for our Shopify ecommerce marketplace and retail stores in UAE for mattresses and home furnishing business
Ensure compliance with local and international laws, regulations and standards related to ecommerce, customer service and supply chain
**Customer Service**:
Proactively identify and address potential customer concerns across all channels.
Resolve customer issues related to orders, deliveries, products, returns, and in-store experiences effectively.
Maintain accurate records of customer interactions and ensure timely follow-up.
**Fulfillment & Supply Chain**:
Collaborate with the fulfillment team to ensure accurate and timely processing of orders across Shopify and retail stores.
Stay informed of inventory levels and communicate potential delays to customers proactively.
Track and address any fulfillment issues, ensuring seamless delivery experiences.
**Continuous Improvement**:
Monitor and analyze customer feedback across all channels to identify areas for improvement in the overall customer experience.
Stay up-to-date on Shopify platform and marketplace policies, as well as local UAE regulations and consumer trends.
**Qualifications**:
Minimum 2 years of experience in customer service or a related field, preferably within the retail or e-commerce industry.
Proven track record of resolving customer issues effectively and exceeding customer expectations.
Excellent communication and interpersonal skills, both written and verbal, with the ability to adapt to different communication styles.
Strong analytical and problem-solving skills with a focus on finding solutions.
Proficiency in Microsoft Office Suite and a working understanding of logistics and supply chain management principles.
Experience with Shopify and/or other e-commerce platforms, as well as customer relationship management (CRM) software, is highly preferred.
Knowledge of the UAE market and local consumer expectations is a significant advantage.
**Benefits**:
Competitive salary and benefits package.
Opportunity to work in a fast-paced and dynamic environment with a growing company.
Be part of a passionate team dedicated to providing exceptional customer service.
Contribute to the success of both the online and offline retail channels.
**Salary**: AED5,000.00 - AED6,000.00 per month
Ability to Commute:
- Umm al-Quwain City (required)
Ability to Relocate:
- Umm al-Quwain City: Relocate before starting work (required)
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