Job description / Role
A UAE National is required for a Customer Happiness Manger role 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 quantitave 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 Customer Happiness 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 create clear and streamlined workflow procedures.
This is a time of expansion for the organisation and as such they are keen to see candidates from a customer facing environment such as retail or hospitality, with a minimum of 2 years at management level. It is expected that you will be degree educated and an excellent communicator at all levels of seniority. The shortlisted individual should be able to think both operationally and strategically and possess strong multi- tasking skills in this busy role. Due to the office location in Sharjah you must have access to your own vehicle, as it is not served by public transport.
About the Company
Irwin & Dow was established by two highly experienced recruitment professionals, Tracey Irwin and Jocelyn Dow. We provide a refreshing approach by working in close partnership with clients and candidates within the Business Support, Secretarial, HR & Finance sectors.
Good staff are key to every business. We recognise and appreciate this, having over thirty years combined recruitment and executive search experience within the region.
Our main aim is to provide a specialist service to clients preferring to work with a bespoke consultancy.
Our values of discretion and diplomacy are paramount and our ultimate goal is to become a partner of choice for all our clients and candidates.
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