Job closed
Ref: GP918-741
Job description / Role
Customer Services Manager
Our client, one of the largest developers in the Middle East and North Africa region based in Abu Dhabi is currently looking for Customer Services Manager who will respond to all stakeholder feedback with unparalleled levels of Customer attention, responsiveness and service within the mall while operating as the front line brand custodian. Reporting to the Manger of Marketing Services and you will be responsible to;
Create and implement Customer Service strategic and business plans that deliver and ensure a unique and innovative customer experience.
Define the Customer Experience group and individual processes. Define minimally acceptable standards of job holder performance per process (e.g. telephone response, complaint resolution, valet parking).
Establish scope of 3rd party service provider delivery and required KPIs and SLAs; define evaluation and selection criteria; undertake bidder technical reviews.
Conduct staff training needs analysis and create staged staff development plans and related learning compendium and appropriate program delivery methods.
Define the CS staff image, presentation and service delivery behaviors; guarantee compliance with confirmed standards.
Participate in the escalation process as required, and in so doing, lead by example.
Participate in Emergency, Crisis and Disaster Plans, as directed.
Serve as point of contact with tenants, respond appropriately and direct the issue flow as necessary if required.
Exercising restraint and diplomacy, defuse confusing or emotionally charged situations and issues so that Malls reputation, as a preferred destination, is preserved.
Summarize environmental sensing activities of all staff, identify threads and trends and provide feedback to the appropriate process owners.
Serve as a tourist information center and an ambassador of the company, necessitating knowledge access to all Island events and corporate
Participate as Mall Duty Manager (evenings/shifts/weekends), as required.
Requirements
Business Capabilities:
Proven performance profile of CS leadership within a high volume, customer centric environment (eg. hotels, airports, malls, MICE facilities, tourist attractions)
Has encouraged significant gains in footfall, dwell time and consumer spend.
Ability to deliver assertive leadership to large complements of 3rd party staff.
Understanding of the GCC market supported by extensive international experience.
Interpersonal skills:
Ideally bilingual -Arabic/English.
Demonstrated advanced communication, motivational and interpersonal skills.
Must-Do attitude.
Education:
BSc, MBA Marketing
About the Company
Budge is a leading professional Recruitment and HR Consultancy covering the Construction, Real Estate and Asset Management Sectors in the UAE and across the GCC. Established in 2003 with offices in both the UK and Dubai, we apply nearly 15 years of local knowledge working with experienced consultants and an unparalleled network of clients and applicants from around the world, bringing you a refreshing approach to recruitment.
Our specialist consultants act for every class of organisation including investment funds, developers, consultants, contractors and specialist sub-contractors. We are the preferred supplier for a number of world renowned organisations both in the UK and Middle East.
Budge is a privately owned company that prides itself in offering a complete and professional solution to like-minded organisations across the globe.