Customer Service Assistant Manager (UAE National)

Job description / Role

The Customer Service Assistant Manager reports directly to the Project Director and is responsible for the overall productivity and effectiveness of the assigned customer service organization. He/she works closely with internal and external stakeholders to ensure the appropriate objectives and priorities are enabled within the operations organization supported. He / she will direct, administer and coordinate the internal activities of the customer service team in accordance with the strategies, policies, goals, and objectives established by the Managing Director.

ACCOUNTABILITIES:
• Proactively monitor and strive to maintain high levels of quality, accuracy, and process consistency in the operations organization’s planning efforts
• Work to ensure all operations support organization objectives and complaints are assigned in a timely fashion
• 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
• Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Accomplishes information systems and organization mission by completing related results as needed.

Complies with the Health & Safety instructions:
• Ensures quality & safe ty within functions/ tasks performed by himself/herself and staff reporting to him/her
• Responsible for exercising due diligence towards health & safety of self and others within the organization
• Ensures compliance with the applicable HSE instructions, requirements, laws and regulations received from customers, regulatory and statutory bodies
• Review effectiveness of the QHSE system on a regular basis
• Responsible for notifying to MR QHSE occurrences, events, violations and acts that may adversely impact QHSE practices

PERFORMANCE MEASURES/SUCCESS CRITERIA:
• The ability to create a high performing, coordinated, smooth running and overachieving operations support team
• The ability to earn the trust and confidence of the MD and local management team as a colleague, advisor, and problem solver who is an evolutionary business leader
• Act as a Change Manager who successfully supports efforts to change and who can lead the implementation process for changes
• Create a robust system of standardized KPI’s and benchmarks and promote a culture of ‘being more data driven’

Requirements

• Bachelor’s degree in Business Administration or related field.
• 6 to 8 years of successful experience in a sales organization is required (With minimum two years sales or sales management experience in a business-to-business and business-to-customer sales environment)
• Previous experience in the GCC or Middle East is preferred

KNOWLEDGE, SKILLS AND ABILITIES:
• UAE National
• Knowledge in the waste management, facility management industries or similar (logistics or utilities services industry) is preferred
• Proven success in prospecting, proposing, presenting and discussing solutions with decision-makers
• Possesses key personality traits associated with service success like: empathy, drive, self-confidence, enthusiasm and professionalism
• Ability to analyze information and provide value added statistics to the operations team and MD
• Excellent communication skills, verbal and written
• Excellent English is a must, fluency in Arabic is an advantage
• Excellent knowledge and usage of Microsoft Office.
• Knowledge of customer services principles and practices

About the Company

Averda is the leading provider of waste management services to emerging markets. For over 35 years, Averda has been continuously improving living and working environments for millions of people by providing effective and transformative city cleaning and waste management services.

Averda was built on the idea that clean streets are one of the cornerstones of growth and prosperity, delivering safer, healthier environments for communities to flourish.

As urban populations continue to boom across Africa, Asia and the Middle East, Averda is uniquely placed to work with fast-growing countries to develop long-term and sustainable waste management solutions for cities and expanding urban centres.