Responsibilities
* Improve customer service experience by creating an engaged team environment that facilitates a culture of continuous service excellence.
* Conduct regular (weekly, monthly) monitoring of service delivery standards to celebrate positives outcomes and identify opportunities for improvement.
* Ensure customer complaints and queries are resolved within agreed turnaround times (TAT), personally managing escalations where needed to assist the resolution.
* Develop and maintain a monthly resource plan to ensure sufficient coverage across the branches.
* Propose, plan and manage/support Service Quality projects in line with overall Customer Experience (CX) strategy.
* Manage motivate and coach teams to support professional development and CX.
Requirements and skills
* 4+ years of proven working experience as a Customer Service / Support Manager in Banking, Finance, Telco or other Customer-centric environment.
* Ability to think strategically and to lead others.
* Strong client-facing and communication skills.
* Advanced troubleshooting and multi-tasking skills.
* BS degree in Business Administration or related field.
* Proficiency in English is essential. Arabic proficiency is highly desirable.
* UAE National candidates are preferred for this role.
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