Arabic Client Relations Manager

Irwin & Dow

Dubai, UAE

Ref: NP447-1268

Job description / Role

Employment: Full Time

A native Arabic speaker is required for an Arabic Client Relations Manager position with one of the region’s well established business support service leaders. This role will oversee the full customer service function to maximise customer retention, satisfaction and loyalty. In turn this will ensure that the department is both efficient and profitable, seeing the customer through their entire journey.

You are required to be a hands on individual with a motivated and proactive approach to resolve day to day issues and escalated queries quickly, in line with the organisations overall ISO procedures.

Additional responsibilities for this busy environment will include partnering with management peers and seniors, internal partners and directly with customers to create a journey map and operating procedures, thus developing an outstanding experience that exceed expectations. The role will involve the management of overall KPIs and engaging with customers via various channels to obtain both qualitative and quantitative feedback regarding the service they received. Therefore, you will constantly strive to improve the team’s capabilities. The successful candidate will also be tasked with the recruitment, training and development of additional Customer Service Agents to ensure they are able to excel through self-empowerment.

As a part of the first line Management Team you will set a clear mission for the Client Relations Department and ensure the strategy is well thought out, with a keen eye for profit via strong budget controls. Therefore, this is a great opportunity to further develop the role and set service policies and procedures to enhance the effectiveness of the department. Passionate about the customer experience you will keep ahead of industry development and innovations. This will ensure best practice and knowledge is shared amongst the team and creates clear and streamlined workflow procedures.

Requirements

This is a time of expansion for the organisation and as such they are exceptionally keen to see candidates with a minimum of 5 years in a hospitality management background. It is expected that you will be degree educated and along with fluency in Arabic, you will be an excellent communicator in English. The shortlisted individual should be able to think both operationally and strategically and possess strong multi- tasking skills in this busy role.

About the Company

Irwin & Dow was established in 2013 to provide clients with a unique and highly personalised recruitment service, providing the very top calibre of candidates across the business support and secretarial function.

We provide a refreshing approach, working in close partnership with clients and candidates across diverse industry sectors; large MNC’s, government & semi -government entities, SME’s, local businesses and in the start-up and UHNWI support framework.

Great people equal great success: all our candidates are interviewed personally by a member of the team, and we develop longstanding and in-depth relationships with our clients, understanding their corporate culture and goals to ensure a successful outcome for both parties.

Our values of discretion and diplomacy are paramount, and we are pleased to be a partner of choice for clients and candidates.

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