Customer Service Supervisor - Ecommerce

Job description / Role

• LEAD by example, inspire team members and use initiative amongst the team to offer outstanding services to customers at all time.
• MOTIVATES team to achieve workload targets and ensures the team is meeting and exceeding these targets from quality and quantity perspective.
• ENCOURAGE the team to take ownership in resolving customers’ issues and to identify ways to personalize the experience of every customer, whenever possible.
• REPORTING to Customer Care Manager you will act as the first line of escalation for any customer query or complaint from the customer care team.
• RESPONSIBLE to make sure that the End of Day summary reports are completed to ensure visibility of team performance, customer behavior, feedback patterns and proactively identify and act on issues as they arise.
• AUTHORIZE refunds and compensation claims from customers and to report them accurately to Customer Care Manager & Finance team
• ENSURE internal and external service level with customers is achieved.
• WORK alongside Customer Care Manager to identify training needs for team of consultants.
• RESPONSIBLE for ensuring that all the in-house processes and procedures are accurately adhered to at all times.
• MONITOR telephony systems to oversee and ensure team productivity.
• PROVIDE support, mentorship and coaching to Customer Care Advisors.
• RESPONSIBLE for reviewing team on a regular basis; providing feedback, identifying areas of development and improvement and setting objectives.
• PRO-ACTIVE and able to show initiative and ideas to constantly improve the service provided to our customers.
• OVERSEE team’s attendance, conduct and daily performance - proactively addressing concerns in a timely and appropriate manor.
• PLAN and organize team monthly rotas.
• ANY OTHER duties as reasonably requested.

Requirements

Must have UAE experience preferably in a retail E commerce environment and below:
• The ability to handle customers efficiently
• Possess excellent communication skills
• Negotiation Skills
• Having high degree of self-motivation and ambition
• Capability to grow in a competitive environment

About the Company

Established in 1978, by the Baker family who still own and manage the company today, Gulf Marketing Group is one of the Middle East's leading, family owned companies. Gulf Marketing Group operates regionally, across the GCC and boasts a diverse portfolio of brands, retail outlets and services. Gulf Marketing Group subsidiaries operate in key sectors such as retail and distribution of sporting goods and lifestyle brands, health and fitness, food and food processing, integrated 3PL logistics, real estate, healthcare and pharmacies, education and technology. Since 1978, Gulf Marketing Group has introduced more than 90 international brands into the Middle East, as well as building the reputation of our homegrown brands as reliable and quality driven companies.

We are proud to be one of the top 10 retailers in the Gulf region with:

• More than three decades experience managing international brands in local environments
• A prestigious portfolio of world class brand partners
• Anchor tenancy in all major GCC shopping malls
• A proven track record of securing exclusive retail and distributor agreements
• An experienced management team
• Strong customer relationships