Head of Customer Service

Cobalt

Abu Dhabi, UAE

Ref: KP112-311

Job description / Role

Employment: Full Time

You will be responsible for providing professional level of service to the company with the objective of managing the helpdesk team in line with measurable KPI's and operational objectives and the companys wide standards.

The role will provide assistance and support to senior management of the Section and cross sectional where applicable to ensure success in transforming and restructuring the service delivery model. This role will also be responsible for the vendor selection, set up and management of the (outsourced) helpdesk concept and work on ad-hoc projects to support the ongoing improvements and change where applicable.

Other responsibilities will include but not limited to:
- To provide support to the Director of Customer Experience in creating a best-in-class, integrated global Helpdesk delivery structure
- Drive the standardization and service excellence across COMPANY with the objective of exceeding the service quality expectations of COMPANY employees
- Ensure a delivery model of service excellence is achieved
- Understand the evolving needs of our (internal) customers by interacting with key stake holders (across COMPANY) and by conducting regular surveys - in order to assure we develop and deliver the required services.
- Assist in the on-going effort to define, create and deliver best-in-class Helpdesk services
- Assist with the development and implementation of a global standardized service delivery platform.
- This includes the implementation and ongoing improvement of new systems and technology as well as the development and implementation of SOPs
- Manage the outsourced Helpdesk Vendor contract
- Provide support to the Helpdesk team during the implementations of new services to ensure seamless integration into our service delivery operation.
- Act as the daily interface with the Helpdesk to provide operational input & act as the main contact for escalations
- To roll-out Quality Assurance training and materials for both induction and refresher training across the Helpdesk team.
- Assist the Head of Customer Experience development of a cohesive approach of how best to collate, store and utilize the partner & provider network that we develop, enabling us to maximize the value add during the service delivery
- Assist the Head of Travel and Hospitality in the development of a delivery model to create experiences, promotions, special offers and preferential treatment that increase utilization and the overall service delivery quality of the Corporate and Lifestyle services for our (internal customers)
- Responsible for the timely delivery of reports and management information required by the section Head
- Build excellent relationships with COMPANY senior staff in order to communicate and update them with progress
- Monitors spend and staff productivity in order to recommend changes to increase client satisfaction.
- Actively drive improvement initiatives and assist on ad-hoc projects where required
- Carry out other duties as required to assist in the transformation of the Section

Requirements

- Minimum Bachelor's Degree in Hospitality or Business.
- A minimum of 5 years relevant experience within a multinational customer service or shared service centre environment.
- A strong knowledge of service contract negotiation and customer service focus.
- Preferable: Working experience in/exposure to Concierge department in the hospitality industry

Candidates based outside UAE may apply.

About the Company

Cobalt is part of a leading international recruitment provider with offices in Europe, Singapore and New Zealand. Cobalt offers high quality HR consultancy, executive search, contingency recruitment and Emiratization services in Dubai and the wider MENA Region. It works extensively within the fields of Construction & Engineering, Banking & Finance and HR & Business Support.

Contributing to the regions development, we play a key role in identifying and attracting the very best talent to ensure the regions potential is realized. We also understand the importance of Emiratization in ensuring the long-term success of the UAE economy and have therefore pro-actively developed a strong network of UAE Nationals within our specialist areas.

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