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Customer Experience Manager

1 week ago

Sharjah, Sharjah, United Arab Emirates AL Marwan General Contracting Company Full time

We value quality and excellence at Al Marwan General Contracting Company and strive to deliver exceptional results.

To help us achieve this goal, we are seeking a highly skilled Quality Control Expert who can ensure our sales and tele sales teams meet the highest standards.

Key Responsibilities:

  • Regularly assess sales and tele sales calls to evaluate adherence to scripts and overall effectiveness in customer interactions.
  • Develop and implement quality assessment criteria and tools to evaluate team performance against established benchmarks.
  • Provide constructive feedback to sales and tele sales representatives, offering actionable insights to improve their performance and customer engagement jointly with line managers.
  • Prepare detailed reports on team performance metrics, highlighting areas for improvement and success stories to share with management.
  • Identify trends and areas for improvement within sales processes and customer interactions, recommending solutions to enhance overall quality and efficiency.
  • Monitor customer feedback and satisfaction levels, ensuring that the sales and tele sales teams address customer needs effectively.

Requirements:

  • Bachelor's degree in Business, Marketing, or a related field is preferred.

Experience:

  • Proven 3 years experience in quality assurance or performance monitoring, preferably within sales or tele sales environments.

Essential Skills:

  • Excellent analytical skills and attention to detail.
  • Effective communication and interpersonal skills, with the ability to provide constructive feedback.
  • Proficiency in CRM systems and quality monitoring tools.