Customer Experience Manager

5 days ago


Dubai, Dubai, United Arab Emirates Gulf Flowers Full time

About Us:

Gulf Flowers is a renowned global flower market leader with a 25-year track record of delivering fresh flowers from Europe, Ecuador, Colombia, Kenya, Japan, China, and the USA to the Middle East. Our state-of-the-art wholesale warehouse and Customer Centre in JAFZA, Dubai, boasts an impressive 5000 square metre space.

We're committed to refining our business processes to provide exceptional customer experiences. Our team of industry specialists ensures seamless order creation, delivery, and onboarding for our valued clients.

  • We are responsible for managing and enhancing the customer experience by handling client interactions, processing leads, and ensuring smooth on-boarding and ongoing support.

Key Responsibilities

Creation and Processing of Leads:

  • Identify and pursue new business opportunities through lead generation and qualification.

Client Registration and Verification:

  • Verify client documents, create deferred payment agreements, and register clients in our Enterprise Resource Planning (ERP) system.

Customer Communication:

  • Respond to client inquiries via email, WhatsApp, or phone.
  • Pursue targeted client calls upon request from the sales department for events, inquiries, special offers, or surveys.

Re-engagement and Onboarding:

  • Contact inactive clients to re-engage them and onboard new clients with our 'first package' service.

Periodic Client Calls and Document Management:

  • Maintain regular contact with clients to assess their satisfaction.
  • Collect and update client documents as necessary.

Qualifications:

To succeed in this role, you should have a Bachelor's degree in Business, Sales, or a related field, along with relevant customer service or telesales experience. Additionally, strong knowledge of CRM systems and ERP platforms is essential for effective client registration and lead management. Excellent verbal and written communication skills, problem-solving abilities, and attention to detail are also crucial for success in this position.



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