Customer Service Manager

Job description / Role

Leading Retailer & Wholesaler
Competitive Salary Package

Qatar is booming and the retail sector is following suit. Our client, a leading retailer and wholesaler is currently experiencing rapid growth and is seeking an experienced Customer Services Manager to join their team.

Your responsibilities in this role will include:

- Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards;
- Resolves customer service problems; completing audits; identifying customer service trends; determining system improvements and implementing change.
- Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances and initiating corrective actions.
- Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices and analyzing information and applications.
- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results and implementing changes.
- Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; detecting and diagnosing network problems and developing new technologies.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Develops and implements customer loyalty programmes.
- Ensuring accurate customer records and databases are kept.
- Analyses key management information to see how well customers are being served.
- Recruit, train and appraise new staff.
- Keeping up to date with developments in customer service, for example data protection.
- Report regularly to senior managers on performance and key targets.
- Other related duties as assigned.

Requirements

- Minimum Bachelor Degree in Business or equivalent qualification. Masters Degree is preferred.
- Minimum 8 years Customer Service Supervisory or Management experience in a Contact Centre environment or strong customer service focus role.
- Strong customer focus approach and understanding of the needs of customers.
- Proven experience in developing and implementing loyalty programmes is essential
- Strong analytical, communication and presentation skills.
- Ability to meet targets and deadlines.
- Proficiency in both Arabic and English language is required.

A competitive salary package will be offered to attract exceptional candidates to this growth organization.

About the Company

1Recruit International LLC is an international global recruitment and human resource solutions consultancy with a global mind set and a proven track record in talent management. Resourcing across an array of executive business sectors, our corporate mission entails client satisfaction through quality orientation; a consultative approach, delivery excellence and innovation through 'best fit candidates technically, behaviourally and culturally.