Customer Service Manager

Job description / Role

The Customer Service Manager is responsible for the delivery of outstanding customer service through effective planning, leadership and development of customer after-sales related activities, policies and procedures. Key responsibilities include:

Customer Relationship Management:
- Develops and maintains constructive and cooperative relationships with customers
- Interacts professionally and courteously with customers by telephone, email, letter and face to face
- Investigates and resolves customer complaints and queries
- Ensures maintenance of an up to date and accurate record of all customer related information, contracts, agreements and correspondence in the company system
- Complies with and maintains knowledge of applicable rules, regulations, standards, and best practices
- Liaises with local Government Authorities and legal representatives
- Performs and/or directs day to day administrative tasks

Strategic Development:
- Develops, implements and manages customer service policies, procedures, standards, and strategies
- Ensures all customer service activities support and strengthen the strategic objectives of the overall organisation
- Develops and measures key performance indicators to determine and improve the effectiveness of all customer service activities
- Prepares reports and statistics for senior management
- Analyses customer related information and evaluates the results to choose the best resolutions and alternatives to customer service challenges, and identifies opportunities to improve the customer service experience
- Collaborates and communicates knowledge (e.g., market information, customer insights, trends, etc.) across the business

Team Leadership:
- Interviews, selects, instructs, manages, and appraises the performance of customer service personnel
- Trains, coaches and mentors team members to deliver a consistently high standard of customer service
- Provides customer service personnel with guidance in complaint/dispute management and escalation procedures

Requirements

- Bachelors degree or equivalent from a recognised college/university
- Professional qualification in Customer Service or similar
- Minimum 5 years of local/Gulf experience in a similar role
- Knowledge of UAE real estate market and rules and regulations preferred
- Experience creating and implementing policies and procedures
- Excellent written and verbal communication skills
- Driven to consistently deliver exceptional customer service
- Outstanding interpersonal, negotiation and conflict resolution skills
- Natural ability to cultivate and build long lasting relationships
- Committed to leading, motivating, training and developing others
- Proven planning and organizational abilities
- High standard of personal presentation
- Candidates from English speaking countries preferred

About the Company

Since inception in 2002, Select Group has forged an outstanding reputation for credibility and quality. Our projects comprise award-winning real estate developments in the GCC and Europe. Emphasis on quality guarantees our customers an exceptional experience in any of our residential, commercial, hospitality and mixed-use projects.

With the development division at the core of the business, Select Group has delivered 7.5 million square feet of residential property with a combined GDV in excess of 11.5 billion dirhams to 5,300 customers from 62 nationalities. Over 7 million square feet is currently at various stages of development. Astute financial planning, technical expertise and strong asset management allows the group to identify, execute and deliver real estate projects that generate maximum return for all stakeholders to the highest possible standard.

Expansion within the hospitality industry is another key element of Select Group's diversification and growth strategy. Partnering with world renowned brands like InterContinental, Radisson Blu and most recently Jumeirah Group reflects our continuous quest for quality within the hospitality division of the group.