Customer Experience Manager

8 months ago


Sharjah, United Arab Emirates Talent Higher Full time

Are you passionate about developing customer satisfaction goals and combining modern leadership practices? Do you thrive in a dynamic environment where every day presents new challenges and opportunities? If so, you could be a great fit for a Customer Experience Manager position that we are hiring for.

As the Customer Experience Manager, you will play a pivotal role in driving the success of business wide initiatives with a focus on customer service.

**Responsibilities**:

- Heading the Customer Service department, including on-shore and off-shore teams.
- Developing and implementing yearly strategic plans to improve customer service operations, enhance customer and satisfaction, and meet business objectives.
- Recruiting, training, and managing a team of customer service representatives, team leaders, supervisors and support staff.
- Providing coaching, feedback, and performance evaluations to support their professional development and ensure productivity.
- Developing and managing the customer service department budget, allocating resources effectively.
- Develop service procedures, policies, and standards.
- Manage the functions of receiving, assessing, analysing, resolving, and documenting customers’ issues and complaints in accordance with agreed requirements.

**Requirements**:

- Extensive experience in customer service management and team leadership roles.
- Strong track record of successfully managing high-performing customer service teams.
- Experienced in Client Service tools and techniques.
- Proficient in SLA and Omnichannel Management.
- Excellent communication and presentation skills.
- Strong leadership qualities.
- Proficient in English; Arabic speaker is advantageous.



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