Customer Relationship Manager
1 week ago
The job responsibilities of a Customer Care Manager
Customer Service Leadership: Leading and managing a team of customer service representatives to ensure high-quality customer interactions and satisfaction.
Customer Support Strategy: Developing and implementing a customer support strategy that aligns with the company's goals and objectives.
Customer Issue Resolution: Overseeing the resolution of customer complaints, issues, and inquiries in a timely and effective manner.
Team Management: Recruiting, training, and supervising customer service staff, including setting performance goals and conducting regular performance evaluations.
Performance Monitoring: Monitoring the performance of customer service representatives, tracking key performance indicators (KPIs), and providing coaching and feedback for improvement.
Customer Feedback: Collecting and analyzing customer feedback to identify trends, areas for improvement, and opportunities to enhance the customer experience.
Process Improvement: Continuously improving customer service processes, procedures, and standards to enhance efficiency and effectiveness.
Customer Relationship Management: Building and maintaining strong relationships with key customers and addressing their unique needs and concerns.
Reporting: Preparing and presenting reports on customer service performance and key metrics to senior management.
Escalation Handling: Handling escalated customer issues and ensuring they are resolved satisfactorily.
Training and Development: Providing ongoing training and development opportunities for the customer service team to improve their skills and knowledge.
Budget Management: Managing the customer service budget and resource allocation to meet service objectives.
Cross-functional Collaboration: Collaborating with other departments (e.g., sales, marketing, product development) to ensure a seamless and consistent customer experience.
Technology and Tools: Utilizing customer service software and tools to manage customer interactions, monitor KPIs, and improve service quality.
Compliance and Quality Assurance: Ensuring that the team complies with company policies, standards, and regulations while maintaining a high level of service quality.
Crisis Management: Being prepared to handle and manage customer service crises and emergencies effectively.
Performance Metrics: Setting and tracking key performance metrics such as customer satisfaction, response times, resolution rates, and customer retention.
**Job Types**: Contract, Permanent, Full-time
**Salary**: AED3,000.00 - AED10,000.00 per month
Ability to commute/relocate:
- Dubai: Reliably commute or planning to relocate before starting work (required)
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