Customer Service Manager

Job description / Role

Our client is an emerging one-stop-shop website for the best stuff to do, see, feel, gift and buy in the region. They have substantial investor backing and as a result of their rapid expansion are now in need of an experienced Customer Service Manager.

Position Overview

The Customer Service Manager will be responsible for managing the customer service department, ensuring that customers have a positive experience and that any issues or concerns are resolved promptly. This role involves leading a team of customer service representatives, implementing service standards, and working closely with other departments to improve customer satisfaction and loyalty. The Customer Service Manager will play a key role in maintaining the company’s reputation for exceptional service in the competitive eCommerce space.

Key Responsibilities:

Customer Service Strategy & Leadership:
- Develop and implement a comprehensive customer service strategy that aligns with the company’s goals and enhances the overall customer experience.
- Set clear service standards and key performance indicators (KPIs) for the customer service team to ensure efficient and effective service delivery.
- Continuously monitor and improve customer service processes to boost satisfaction, resolve issues quickly, and reduce response times.

Team Management & Development:
- Lead, mentor, and manage the customer service team, providing regular coaching and support to enhance team performance.
- Conduct performance evaluations, set individual goals, and implement training programs to develop the team’s skills and knowledge.
- Foster a customer-first culture, encouraging a positive, empathetic approach to problem-solving.

Customer Issue Resolution:
- Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolutions.
- Analyze recurring customer service issues and work with relevant departments (e.g., operations, logistics, product development) to implement long-term solutions.
- Implement procedures for handling returns, refunds, exchanges, and other post-sale services to ensure smooth operations.

Customer Communication & Engagement:
- Oversee all customer interactions across multiple channels, including email, phone, live chat, and social media.
- Ensure that all customer inquiries and complaints are addressed in a timely and professional manner.
- Work with the marketing and sales teams to ensure consistent messaging and support for promotional campaigns, sales, and product launches.

Service Performance Monitoring & Reporting:
- Use customer service software and analytics tools to track service metrics such as response times, resolution rates, and customer satisfaction (CSAT) scores.
- Prepare regular reports for senior management on customer service performance, trends, and key insights.
- Use data to make informed decisions about staffing, processes, and areas for improvement.

Customer Feedback & Continuous Improvement:
- Collect and analyze customer feedback to identify pain points, opportunities for improvement, and customer preferences.
- Collaborate with product development, sales, and marketing teams to relay customer feedback and inform product enhancements or new initiatives.
- Implement service improvements based on feedback and industry best practices to ensure customer retention and loyalty.

Cross-Department Collaboration:
- Work closely with the operations, logistics, and IT teams to ensure the seamless fulfillment of customer orders and resolution of service issues.
- Liaise with the marketing team to support customer engagement campaigns, loyalty programs, and social media interaction.
- Partner with the HR team to ensure ongoing training and development for the customer service team.

Technology & Tools Management:
- Oversee the use of customer service tools and platforms (CRM, helpdesk systems) to ensure efficient service delivery.
- Explore and implement new technologies or tools that enhance customer support capabilities, such as AI-powered chatbots, live chat solutions, or ticketing systems.
- Ensure the team is well-versed in the latest technologies and tools for providing the best customer service experience.

Budget Management:
- Manage the customer service department’s budget, ensuring that resources are allocated effectively to meet service objectives.
- Monitor costs related to customer service operations and implement cost-saving initiatives where appropriate.

- Must have a degree in Business Administration, Psychology, Marketing or Communications
- An MBA would be highly regarded
- 5 years experience in e commerce or on line shopping in a Customer Service capacity is absolutely essential
- Strong knowledge of IT, Char Bot, AI and other technologies relevant to e commerce is needed.
- Hands on experience of customer issue resolution is critical
- Must have a customer engagement, customer service and can do attitude
- Team management skills will be essential.

Salary:
AED 12,000 to 15,000 per month inclusive of fixed allowances.
Additional benefits: Health care, air ticket, visa

About the Company

KERSHAW LEONARD "WE CHANGE PEOPLES LIVES"

Who we are:

Founded in September 1999 The Kershaw Leonard Group was based upon professional recruitment practices laid down by the UK Institute of Employment Consultants whose values are still at the core of our success today.

Inherently we believe that recruitment is a people business not a CV processing business and as such we take time and care to make sure we understand the needs of both our Clients and our Candidates.

Such attention to the care side of our business together with the sheer length of time we have been established has given us a unique position. We regularly attract top class candidates who only want to work with Kershaw Leonard as they trust our confidentiality and professionalism. Similarly, more than 75% of the clients we work with come back for more when they have a new position to fill.

What we do:

Kershaw Leonard Group places exceptional talent on a Global scale. Our winning strategy is to partner very closely with a small number of clients so we can really understand their objectives, needs and aspirations in a way that allows us to intuitively know the kind of cultural fit they are looking for when the time comes for them to recruit new talent. Then once that talent is on board and part of the client’s team, to assist wherever is needed to improve performance and leadership skills

Why Us:

The Kershaw Leonard Group is more than just a recruitment agency. In addition to KL Recruitment, KL Consulting offers a vast spectrum of skills from our experienced behavioural psychologist and consultants with almost two decades of HR Director level experience in the region.