Customer Service Manager - Ecommerce

Job description / Role

Charterhouse is working with an award winning ecommerce retailer which is looking to hire a Customer Service Manager to join their growing team in Dubai. This role will ultimately be responsible for leading and managing a large team of customer representatives, defining the service strategy and implementing quality assurance measures to drive performance and achieve company KPIs.

As Customer Service Manager you will identify ways to improve efficiency across each touch point of the customer service journey including inbound/outbound calls, live chat and email. Prior experience and knowledge of both zen desk and fresh desk platforms are crucial for this designation.

This role requires an individual who is capable of building a customer contact centre from scratch, creating dashboards and embedding a clear vision and service strategy. As a start-up which has significantly grown and increased its market share across the GCC over the years, our client is looking for an individual who is used to working in an agile environment where they are able to quickly adapt to ever changing business needs, challenging deadlines and have handled crisis management situations. In addition this role will lead from the front demonstrating a passion for delivering exceptional customer service, setting clear expectations across the department through regular monitoring of service levels, delivering regular individual feedback and coaching sessions.

The Customer Service Manager will draw valuable insights from dashboard reports and will suggest ways to improve existing processes, common service issues and barriers to productivity and quality.

Requirements

Our client is looking for an entrepreneurial problem solver who is passionate about delivering world class service and investing in people development. In addition, you must have a bachelor’s Degree or above in a relevant field, with previous experience of managing a customer service contact centre. Experience of working with Zen desk and Fresh desk platforms are essential for this role.

About the Company

The Charterhouse brand and business was launched in Dubai and the Middle East in April 2004 by a team of international recruiters and management consultants, after its inception in Sydney, Australia in September 2003. Charterhouse Middle East is now positioned as the leading regional recruiter within its area of disciplines and functional markets.

Charterhouse offers professional and bespoke contingency and retained search services to all sectors of the market. Service quality is guaranteed, thanks to a particular focus on flexibility. Charterhouse was the first international search and selection business to establish Dubai as its base. The growth in the Middle East region has been mirrored by Charterhouse globally, with offices now in Qatar, Hong Kong, Singapore, Melbourne and Sydney.