| Customer Service Manager | |
| Azadea Group Beirut, Lebanon Ref: KP561-74 |
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The RoleThe RoleThe Customer Service Manager is responsible for the effective management and deliverables of the department to increase customer retention rates. He/she understands, assesses and takes the required measures to meet customers' requirements, either by handling the inquiries internally, or by forwarding them to the concerned parties and monitors proper follow up. Develops, trains and supports a team delivering front line customer services to ensure resolution of inquiries, complaints and requests for services at the earliest possible opportunity. Monitors the changing needs of the service and coordinates with internal and external customers to identify areas for improvement in order to implement them for the satisfaction of internal and external customers. Ensures that the team follows established procedures for each service request, including logging, processing and progress chasing inquiries, adhering to agreed Key Performance Indicators to maximize customer satisfaction. Supervises, coaches and monitors a team, as well as organizes regular meetings. Ensures statistical information is produced, collated and analyzed on a monthly basis to assist in evaluating the efficiency of the team in resource allocation and service improvements. Develops and implements tools and systems to ensure the most effective use of new technology and opportunities.Investigates and solves customers' problems and complaints and any major incident. Develops customer service procedures, policies and standards for the organisation and department and ensures they are respected. Meets with other managers to discuss possible improvements to customer service. Conducts market research to discover customers' needs and wants. |
RequirementsRequirementsUniversity degree2 to 3 years experience in a Customer Service managerial role. Experience in working on databases/spreadsheets is a major plus. Fluent in written and spoken English. Strong interpersonal, communication and listening skills. Strong problem analysis and problem-solving skills. Ability to compile and analyze statistical information.Computer knowledge. |
About the CompanyAbout the CompanyAzadea Group is one of the world's fastest growing retail groups. We carry a strong franchise portfolio of over 50 diverse brands that features some of the industry's most identifiable names, including Zara, Mango, Virgin Megastore and Sunglass Hut, Massimo Dutti, Bershka, Pinkie, Pull &Bear, Oviesse, Oysho, Stradivarius, Salsa Jeans, Columbus Café, Butcher Shop & Grill, Paul. Azadea Group headquarters are located in Beirut, Lebanon. A comprehensive network of local offices supports our operations in the Middle East and Europe. Currently, we operate over 250 strategically located stores across the Middle East and plan over 500 additional shops' opening through the 3 coming years. |
This Position is closed or expired
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