Customer Care Manager

4 weeks ago

Dubai, Dubai, United Arab Emirates Dubai Holding Full time
Roles and Responsibilities

The Customer Care Manager will oversee the day-to-day activities related to the operation of the Unified Contact Centre for digital channels such as email, chat, and social media. This includes managing and directing the team to ensure prompt, courteous, and accurate responses to customers.

  • Develop and maintain knowledge management contents to ensure information is up-to-date and accessible to all agents.
  • Manage and coordinate the handling of complaints, seeking standards solutions and informing customers on status and/or proposed solutions to rebuild customer trust and ensure customer stickiness.
  • Oversee the complaint management framework and escalation matrix across all business units.
  • Work closely with stakeholders to create standardized governance frameworks to revamp and conduct periodic reviews of processes within the UCC and across business units.
  • Responsible for customer satisfaction and monitoring customer feedback across all channels to identify opportunities for process optimization and service quality enhancement.

Key Accountabilities and Tasks

  • Day-to-Day Operations
  • Manage the day-to-day performance across digital channels to deliver a best-in-class service.
  • Liaise with the Development and Quality teams regarding performance management information.
  • Responsible for customer satisfaction and monitoring customer feedback across all channels to identify opportunities for process optimization and service quality enhancement.
  • Provide leadership, development, and coaching of Supervisors, Team Leaders, and Agents, actively engaging and supporting the development of the team to ensure better performance and succession planning.
  • Ensure adherence to departmental and/or Customer Care Centre policies, procedures, and practices.
  • Liaise with QA, OE, and IT to recommend system enhancements and implementations to ensure operational excellence and effectiveness.
  • Create and maintain a positive, respectful work environment for staff.
  • Prioritize and assign work to employees and initiate corrective measures to resolve problems, including scheduling or adjusting overtime as necessary.
  • Interact with diverse levels of internal and external personnel to develop and maintain effective communication to resolve issues and inquiries.
  • Select and train assigned staff, ensuring equal employment opportunity in hiring and promoting.
  • Monitor efficiency and quality efforts of personnel and provide training and coaching support.
  • Perform special projects and miscellaneous duties as assigned.
  • Be a champion for excellent customer service, leading the implementation of service improvement/enhancement programs with support from training and providing performance feedback and coaching to direct reports.
  • Keep updated on new developments and innovation in the field of corporate complaints and make recommendations for amendments to the corporate procedure, where appropriate, on a going basis.
  • Organize, maintain, update, and oversee technologies that support the Customer Care Centre with the coordination of the IT department.
  • Maintain proactive working relationships with customers and provide value-added service to customers.
  • Responsible for the section centre activities, including recruitment, employee relations, employee/organization development, and headcount/base cost management.
  • Partner with the recruitment team to meet the staffing plans for the business. Create innovative initiatives to retain and motivate staff, foster a truly effective team spirit within the staff.
  • Provide ideas to develop or enhance the current system of handling queries, track records, etc.
  • Ensure service, SLAs, and KPIs are continually reviewed, and expectations are met with optimum levels of quality and service delivery.
  • Review management information and make suggestions, recommendations as to improvements across the Customer Care.
  • Ensure effective and consistent communication throughout the team, encourage feedback, and customer insight to enhance the customer experience.
  • Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.
  • Conduct daily, weekly, and monthly planning meetings with operational leaders and have responsibility for effective resource planning.
  • Manage any third-party relationships.
  • Ensure effective and consistent communication throughout the team, encourage feedback, and customer insight to enhance the customer experience.
  • Manage, coordinate, direct, and monitor customer care staff activities to ensure prompt, courteous, and accurate responses are provided to customers at all the customer care team.

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