Customer Experience Manager

2 weeks ago


Dubai, Dubai, United Arab Emirates LANDMARK Group Full time
Job Description

We are seeking a highly skilled and experienced professional to join our team at LANDMARK Group as a Customer Care Lead.

Key Responsibilities:

  • Quality Assurance and Monitoring: Develop and implement quality assurance processes to ensure exceptional customer service and experience.
  • Productivity and Performance: Drive retail Key Performance Indicators (KPIs) and operational basics to increase productivity and maximize performance.
  • Team Leadership: Work effectively with call center teams, supervisors, and managers to implement quality initiatives and drive performance.
  • Communication and Training: Provide feedback, coaching, and training to call center agents and management, with a focus on bilingual communication.
  • Operational Guidelines: Follow guidelines set in the operations manual relating to customer service and finance.
  • Quality Assurance Processes: Develop and maintain knowledge of quality assurance processes, metrics, and best practices in customer service.
  • Quality Monitoring Tools: Evaluate call quality and adherence to standards using quality monitoring tools and systems.
  • Training and Development: Develop and deliver training programs to enhance agent skills and improve overall quality performance.
  • Customer-Centric Approach: Maintain a customer-centric approach, ensuring that quality efforts align with enhancing customer satisfaction and loyalty.
  • Technical Skills: Proficient in using Excel and PowerPoint.


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