Customer Service Manager
2 weeks ago
About the Job
Our client is premier maintenance services provider for commercial property owners as well as humble home owners in Dubai.
We are looking for an enthusiastic Customer Service manager
- Operations.
1. The Company carries out extensive digital and social media marketing to generate leads and enquiries for the services it renders. On receipt of such enquiry the Customer Service Manager
- Operations is expected to see that the team:
Attend to the enquiry and understand the customers requirement thoroughly
If it is standard service requirement then quote standard menu prices to the customer
If it isn't a standard requirement then book the surveyor for survey and estimation
Upon receipt of the survey report prepare quote and submit to customer
After submission of prices and quotes remain in close follow-up with the customer to
convert the enquiry to an order
Upon order confirmation collect advance payment
On receipt of advance payment arrange required materials through procurement department
and schedule technicians for the job and ensure that the job is completed to customers
satisfaction.
Collect the final payment.
Obtain customer feedback. Maintain relationships with existing clients by providing support, information, and guidance.
2. Maintain quality service by establishing and enforcing organization standards.
3. Maintain and upgrade professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and benchmarking state-of-the-art practices.
4. Coordinating with all outsource Vendors (Especially Pest Control, Duct Cleaning, General Cleaning Services, Glass Aluminium Vendor, Sanitization & Disinfection)
5. Coordinate with Accounts department for Invoices that needs to be shared with Customers, follow up on Pending payments from Clients.
6. Responsible for achieving monthly sales revenue numbers.
7. Service and Retention of AMC Customers.
8. Check the allocation of technicians to scheduled jobs for the day Support Function.
9. Ensure that proper Inventory is available for the job in time for the work.
10. Oversee management of Customer complaints and ensure customer satisfaction If there are any work complaints customer call or visit is mandatory.
12. To coordinate and follow up with all client complaints and with entire contractors and subcontractors, closely monitors facilities to schedule maintenance.
13. Responsible for tracking and monitor the work of service provider and keep the records of the reports.
14. Identify energy saving areas and effective implementation of energy saving program.
15. Identify the potential area of operation cost saving and implement alternate strategy
16. Assign and follow up the periodic preventive maintenance schedule and reports on quarterly and annually for the in-house services.
17. Ensure attending and closing Service request/complaints by assigned team as per the department KPIs.
18. Ensure and implement Health & Safety for the assigned technician related to maintenance activities.
19. Coordinate and assist the technician to improve their skills and performance.
20. Will be accountable for doing quality Preventive Maintenance.
21. Will be responsible for keeping AMC Callout jobs to a minimum
22. Requires flexibility and understanding that all maintenance staff may be required to perform duties outside their normal area of expertise to meet the mission and goals of the Facility Services Department.
23. Responds to emergency situations during and after hours for to resolve the emergency requirements.
24. Will be responsible for fleet management
25. To be available at the emergency cases.
26. Prepare monthly and weekly report.
27. The company reserves the right to assign any other jobs that deems necessary from time to time
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