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Customer Service Director

2 months ago

Dubai, Dubai, United Arab Emirates The Petshop Full time
Job Overview

The Customer Service Manager will be responsible for overseeing and managing the customer service department of an omni-channel pet store, The Pet Shop. This role involves ensuring exceptional customer satisfaction across all channels (online, in-store, and mobile), resolving customer inquiries and complaints, and optimizing the overall customer experience.

Key Responsibilities
  1. Team Leadership: Recruit, hire, and train customer service representatives to ensure a high-performing team.
  2. Performance Metrics: Develop and implement performance metrics and standards to measure team success.
  3. Coaching and Development: Provide ongoing coaching, mentoring, and development opportunities to enhance team members' skills and knowledge.
  4. Scheduling and Staffing: Manage team schedules and ensure adequate staffing levels across all channels to meet customer demands.
Customer Service Operations
  1. Complex Inquiries: Handle complex customer inquiries and complaints across all channels, ensuring timely and effective resolutions.
  2. Service Policies: Develop and implement customer service policies and procedures that align with the omni-channel strategy, ensuring consistency and quality.
  3. Customer Feedback: Analyze customer feedback and identify areas for improvement across channels, implementing strategies to enhance customer satisfaction.
  4. Satisfaction Metrics: Monitor customer satisfaction metrics and implement strategies to enhance them, ensuring a positive customer experience.
Omni-Channel Integration
  1. Channel Integration: Ensure seamless integration between online and in-store customer experiences, providing a cohesive and convenient shopping experience.
  2. Channel Encouragement: Develop and implement strategies to encourage customers to use multiple channels, increasing engagement and loyalty.
  3. Self-Service Channels: Monitor and optimize the performance of self-service channels (e.g., online chat, FAQs), ensuring efficient and effective customer support.
Customer Experience Optimization
  1. Interdepartmental Collaboration: Collaborate with other departments (e.g., marketing, sales, operations) to improve the overall customer experience, ensuring a unified and customer-centric approach.
  2. Experience Enhancement: Identify opportunities to enhance the omni-channel shopping experience, implementing strategies to increase customer satisfaction and loyalty.
  3. Loyalty Programs: Implement customer loyalty programs and initiatives, rewarding customers for their loyalty and encouraging repeat business.
Quality Assurance
  1. Quality Standards: Ensure adherence to quality standards and service level agreements (SLAs) across all channels, maintaining high levels of customer satisfaction.
  2. Quality Audits: Conduct quality assurance audits and provide feedback to the team, ensuring continuous improvement and excellence.
  3. Customer Complaints: Monitor and resolve customer complaints and issues promptly, ensuring a positive and responsive customer experience.
Requirements
  1. Experience: Minimum of 5 years of experience in customer service management, preferably in an omni-channel retail setting.
  2. Leadership Skills: Strong leadership and interpersonal skills, with the ability to motivate and develop a high-performing team.
  3. Communication Skills: Excellent communication and problem-solving abilities, with the ability to effectively resolve customer inquiries and complaints.
  4. Technical Skills: Proficient in customer relationship management (CRM) software and omnichannel customer service platforms.
  5. Industry Knowledge: Knowledge of the pet industry and products is a plus, but not required.
Benefits
  1. Pet-Friendly Workplace: A pet-friendly workplace, allowing employees to bring their furry friends to work.
  2. Life and Medical Insurance: Comprehensive life and medical insurance, providing peace of mind and financial security.
  3. Employee Discount: An employee discount on pet-related products and services, encouraging employees to shop at The Pet Shop.
  4. Career Growth Opportunities: Opportunities for career growth and development, with a focus on promoting from within.
  5. Dynamic Environment: A fast-paced and dynamic environment, providing a challenging and engaging work experience.