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Customer Experience Director

2 weeks ago

Sharjah, Sharjah, United Arab Emirates Talent Higher Full time
Talent Higher Customer Service Department Overview

Heading the Customer Service department is a crucial role that involves overseeing both on-shore and off-shore teams to ensure seamless customer service operations.

  1. Developing Strategic Plans: Create yearly strategic plans to improve customer service operations, enhance customer satisfaction, and meet business objectives.
  2. Team Management: Recruit, train, and manage a team of customer service representatives, team leaders, supervisors, and support staff to drive productivity and success.
  3. Coaching and Feedback: Provide coaching, feedback, and performance evaluations to support the professional development of team members.
  4. Budget Allocation: Effectively allocate resources to manage the customer service department budget.
  5. Policy Development: Develop and manage service procedures, policies, and standards to maintain high-quality customer service.
  6. Issue Resolution: Manage the functions of receiving, assessing, analyzing, resolving, and documenting customers' issues and complaints in accordance with agreed requirements.