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 achieve service excellence.
Job 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/request 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 :
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.
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