Job closed
Job description / Role
Customer Care Manager - Dubai, UAE
POSITION PURPOSE
Manage a team of Customer Care Consultants to deliver excellent customer service. monitor customer satisfaction and drive forward improvements and standards to our service in the Middle East including but not limited to UAE, Qatar, KSA, Kuwait and Central Asia.
RESPONSIBILITIES/DUTIES:
Recruit, train and monitor the performance of new and existing Customer Care Consultants (CCC). Record training, review and retrain when required.
Monitor effectiveness of CCC’s by measuring against current metrics/SLA’s, develop new KPI’s where necessary, and ensure that expectations are set and met. Take appropriate action to ensure adherence.
Help facilitate the moving process and communication flow between the customer and internal departments, i.e. Surveyors, Quoting, Move Coordinators.
Review, monitor and report methods of customer contact (i.e. email address and flow, IP lines, Livezilla). Work with IT to improve our service quality.
Collect and summarise customer survey data and provide suggestions to improve the operations process.
Report on performance of surveyors through customer feedback gained directly after the survey.
Report on Quoting by measurement of accuracy, customer requirement and adherence to SLA’s.
Maintain complaints policy ensuring it is fit for both purpose and changing structure.
Train and support the CCC’s to handle complaints. Investigate / resolve escalated complaints. Additionally, record complaints to ensure the company is ISO compliant.
Produce and distribute monthly Customer Care Report results for all countries; focus on actual results and ways of increasing the return rate in order to increase the quality of the results. Explore other ways of obtaining the information i.e., Survey Monkey
Report complaints, trends, strengths, weaknesses and opportunities to Operations Manager (OM), Regional Manager (RM) and Product Manager (PM). Report weekly at the Customer Care feedback meeting.
Conduct competitor comparison exercises in all countries and report findings on pricing, scope of service and customer service to RM, PM, OM. To be conducted twice a year.
Regular team meetings to address updates, issues and creative thinking.
Assist in setting up customer care support in new Move One countries, working with the PM and RM to assist the local operation in delivering a service that is consistent throughout the region.
Any other duties as required.
Requirements
Minimum of 3 years in a customer service role.
2 – 4 years supervisory experience or demonstrated leading role experience.
Preferred experience of personal international moving.
Ability to investigate customer issues in a thorough, accurate and timely way.
Ability to realize and meet customer expectations.
Excellent verbal and written communication skills in English.
Strong Word, Excel and PowerPoint competence.
Ability to communicate at all levels with employees and customers alike.
About the Company
For over 25 years, Move One has provided seamless international logistics, relocations, moving, and pet transportation services across the globe. A leader in emerging and frontier markets, we understands our customer requirements and difficulties they face operating in challenging environments.
Move One has provided project logistics in support for military, humanitarian organizations, and the energy sector throughout the developing world. With operations in Eastern Europe, the Balkans, Central Asia, the Middle East, and most recently the African region. Move One has the necessary experience, local knowledge, and resources to execute on any logistic project.
Move One
When it’s Not Just a Box.