Customer Service Manager

Job description / Role

We have been assigned an exclusive role with our client, a luxury furniture company is urgently looking for an experienced Customer Service Manager to be based in their warehouse operations in Sharjah, UAE to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention, and to meet their expectations.

Other responsibilities will include but not limited to:

- 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
- Analyze 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 utilize assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities

Requirements

To be considered for this job, you need to meet the following criteria:

- Proven working experience as a Customer Service Manager, Retail Manager, or Assistant Manager
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Proficiency in English; Arabic is desirable
- Working knowledge of customer service software, databases, and tools
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- Must have a good eye for details.
- Experience working with luxury furniture is a plus.
- Diploma in any relevant field / Bachelor's Degree (desirable)
- Willing to work in Sharjah for 6 days a week and work overtime when required

Disclaimer: Black Pearl will never ask for money or any form to charge our candidates just to process or consider their application for any of our available vacancies. If you happen to receive such a request from any members of our staff or other individuals claiming to be part of Black Pearl, please do reach us.

About the Company

Black Pearl is a human resources and recruitment agency that provides a holistic business and talent solution in a progressive, dynamic, and efficient way.

We pride ourselves as a unique black pearl and strive to delight our clients with a personalized partnership that helps them propel towards success.

Whether you need to find top talent, your next great job opportunity, or a consulting solution for managing your business, engaging employees, evolving your work culture, planning your people strategy, or resourcing challenges, we can help.