Customer Service Manager

Azadea Group

Dubai, UAE

Posted
Ref: KP561-1361

Job description / Role

The Customer Service Manager is responsible for managing the department by ensuring effective delivery of customer services and timely handling of inquiries and complaints, in order to maintain and increase customer satisfaction and retention.

Key Accountabilities
- Evaluate the quality of service delivered by the department in coordination with internal and external customers, adjust the servicing approach accordingly
- Verify that the team follows established procedures for each service request (including logging, processing and progress chasing inquiries, adhering to agreed Key Performance Indicators) in order to maximize customer satisfaction
- Generate, analyze and communicate mystery shopper reports to concerned parties; discuss outcome, and areas for improvement, and set an action plan accordingly
- Investigate and solve customers problems and complaints and any major incident in a timely and effective manner
- Develop and implement tools and systems to ensure the most effective use of new technology and opportunities in customer service, in addition to conducting market research to better define customers' needs
- Review daily statistics and data received from the Finance Department regarding operational efficiency and quality of service, communicate them to the team, and take appropriate improvement actions
- Coordinate with the Marketing Department all marketing related activities, and verify that marketing tasks within the shop are properly performed and completed
- Train, develop, supervise and support the team in the delivery of front line customer service in order to ensure effective and timely handling of customers inquiries, requests and complaints
- Specific for Multimedia: Enforce up-selling and cross-selling in order to maximize sales volume and ensure set daily and hourly targets are reached

Requirements

Qualifications, Experience, Knowledge
- Bachelor’s Degree
- Specific for Multimedia: 2-3 years of experience in the retail industry
- Fluency in English, Arabic;
- Proficiency in MS Office

Competencies
- Communication Skills - 3
- Customer Focus - 4
- Self Confidence - 3
- Teamwork - 3
- Commercial Understanding - 3
- Initiative - 3
- Analytical Thinking - 3

About the Company

Azadea Group is a premier fashion and lifestyle retail company that owns and operates more than 50 leading international franchise concepts across the Middle East, North Africa, Asia and Europe. Since its inception in 1978, the Group has grown a substantial chain of stores representing leading international brand names in fashion and accessories, food and beverage, home furnishing, sporting goods and multimedia.With over 11,000 employees, the company boasts a solid infrastructure overseeing more than 600 stores spread across 15 countries including Algeria, Bahrain, Cyprus, Egypt, Ghana, Iraq, Jordan, Kazakhstan, Kingdom of Saudi Arabia, Kuwait, Lebanon, Oman, Pakistan, Qatar and United Arab Emirates.

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