Customer Care Manager

Job description / Role

Main Responsibilities and Accountabilities
• Investigate customer's problems and find solutions.
• Communicate with customers via phone, email, or letter.
• Hire, train, and terminate customer service agents.
• Provide scripts to read from during phone calls.
• Handle major incidents that cannot be resolved by agents.
• Resolve complaints and order issues.
• Keep abreast of new company products and services.
• Issue refunds to customers.
• Oversee product exchanges and returns.
• Isolate and identify areas of improvement.
• Train agents on how to adequately address problem over the phone or how to write correspondence.
• Work with management on customer service initiatives.
• Supervise customer service managerial staff.
• Train managers on how to effectively lead customer service agents.Strong presentation skills
• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

Requirements

• Bachelor Degree Holder
• CRM
• Reporting, analyzing
• Communication Skills
• Decision Maker
• Thorough understanding of communication techniques and practices
• Proven self-starter with initiative and motivation
• Prior experience working in sales and relations
• Outstanding time management skills
• Proficiency in multitasking
• Good knowledge of MS Office

About the Company

"Manazel", one of the leading companies in the United Arab Emirates, was established in May 2006, and is headquartered in Abu Dhabi. Manazel has a unique strategy and vision that lives up to the Nation’s development future. The Company has chosen to concentrate its work on developing lively residential compounds and multi-purpose real estate aimed at the middle income segment. This strategy has allowed it to overcome most of the difficulties that faced the real estate sector in the past years, resulting in the delivery of thriving communities rich with amenities and services in carefully planned surroundings.

By adopting the highest quality standards, Manazel is committed to strategically invest in residential and commercial developments that balance between creating prosperous and sustainable communities on one hand, and on the other generating profitable returns for its shareholders.

Since quality standards are often affected by prices, Manazel has succeeded in reducing the gap between these two factors in order to create a wide range of affordable quality real estate that lives up to the aspirations and lifestyles of its clients, taking into account the rules of real estate investment according to Islamic law.

Being one of the prominent architects and builders of society, we take pride in our ability to achieve a balance between our numerous roles in planning, building, ownership, investment, community partnership, and business management. We have a team of competitive individuals who possess the skill and will to excel in their careers. We believe in equal opportunities, and we encourage them to harness their energy to achieve their full potential.