Customer Service Manager

؜ - ؜دبي ؜ -

تفاصيل الوظيفة

Job Purpose:


Ensure excellent customer service is provided to customers in timely manner,
by adhering to policies and standards to achieve highest satisfaction levels.
Ensure service recovery when excellence.


Key Responsibilities:



  • Has intimate knowledge of customer needs and ability to provide solutions.

  • Develop and implement service initiatives to improve the customer experience.

  • Build awareness of the importance of customer service function across all station's functions and teams.

  • Analyze sources of service failures, identify probable root causes and recommend solutions.

  • Conduct periodic visits to customers from different business segments to gather, analyze and report feedback in order to enhance service performance.

  • Set action plans based on the results of periodic customer satisfaction surveys.

  • Manage daily customer complaints and ensure timely resolution.

  • Effectively plan and allocate needed resources to maintain the quality level across the customer service teams.

  • Develop and coach all front line employees on how to deal with customers' requests, inquiries and complaints.

  • Ensure that all front line employees receive the needed training to achieve service excellence.

  • Follow-up and manage the monthly customer service award nomination to motivate employees and encourage excellence.

  • Continuously encourage/enable employees to solve customer inquiries and complaints.

  • Manage the Global Case System and make sure all customer inquiries/requests are logged into the system and resolved within the required service level

  • Monitor the daily Collection and Dispatch performance, analyze reasons for missed pickups and take corrective actions.

  • Follow-up on all FOC requests and compensations, investigate recurrent cases, and take corrective actions.

  • Follow-up and enhance the Contact Center performance monthly results


Job Requirement:



  • Bachelor Degree preferably in business or related fields

  • English proficiency

  • Computer Proficiency: MS office Applications (Word, Excel, Power Point & Outlook)

  • ‎3-‎5 years' experience in a related field
    Company Overview:
    Since our founding in ‎1982 we have grown to become a world leader in
    comprehensive transport and delivery solutions for business and consumers.
    Headquartered in Dubai, at the heart of the world's most dynamic commercial
    hub and on the site of historic trade routes linking east and west, commerce
    and transport are deeply embedded in Aramex's DNA. We are dedicated to
    transforming the face of trade, expanding our operations rapidly to better
    connect businesses and consumers worldwide.

ملخص الوظيفة

  • المُعلن : -
  • تاريخ الإعلان : 03/01/2024
  • نوع العمل : -
  • مستوى الخبرة : -
  • المستوى التعليمي : -
  • مكان العمل : دبي
  • الراتب : -
  • الهاتف : -

وظائف أخرى مثل هذه الوظيفة

دبي
02/07/2022

## **Company Overview** Motorola Solutions is there for our customers when everything is on the line. In extreme moments -- when a hurricane lands or when a fire breaks out. And in everyday moments -- when a package arrives just in time for the holiday or when a child doesn't miss the school bus ho…

دبي
04/05/2023

**J** **ob Role : Customer Service Manager** **Job Purpose :** Ensure excellent customer service is provided to customers in timely manner, by adhering to policies and standards to achieve highest satisfaction levels. Ensure service recovery when needed . Develop, train & coach employees to achi…

دبي
11/10/2023

**Customer Service & Control Manager - UAE Nationals ** **Job Purpose** The Incumbent is responsible for providing specialist services relating to business support activities. Typically, they include services oriented to product, process, and Customer service. The person would be responsible for en…

دبي
21/09/2023

Location: Dubai Salary: To Be Discussed Department: About the Role At McCone Properties we are looking for a Customer Service Manager to join our ever growing team, this role will be primarily customer focused and phone led. At McCone Properties, we are really proud of our culture and as we are a g…

دبي
28/12/2023

# **Job Description Summary** All activities providing the necessary support on pre- and post-contractual administration & management , Terms & Conditions of the contract and the Management of claims. Also involves definition, management, and execution of risk modeling activities in support of the …

دبي
16/01/2023

**NOTE: For UAE Nationals Only** Department Description: The incumbent will be responsible for Managing team of CSRs who will provide specialized st1ppon to RMs RMs to achieve high level of satisfaction for their customers Accountable for ensuring that overall performance of the subordinate tea…

دبي
05/10/2023

You as a Customer Service Center Manager (Open) will be part of Hitachi Energy business based in Dubai, UAE. In this role, you will be serving as a specialist in application of advanced concepts and methods in the field of Automation & Communication Oversees and delivers challenging and major assig…

دبي
30/05/2022

* **Company:** Albinora Consulting FZE * **Employment Type:** Full Time * **Job Type:** Customer Service, Management, Sales ### **Job Summary** To meet and exceed sales targets and increase awareness of services offered under Waste Management Services business among new and existing client…

دبي
03/07/2023

Job Purpose: The selected person will be responsible for developing and managing the support functions for dnata Airline Services relating to improvement of airline service standards, projects, coordinate & implement initiatives for department alongside Business Support, new services in line with s…

دبي
30/04/2022

### **Job Summary** To provide a consistent quality service to the customers at any designated area to all passengers at any designated area (check-in, gates, transfer desk, special handling and FMU) that is consistent with Dnata 's high service standards. The timely and efficient service provided …

Language: English