Sales and Customer Service Manager

Job description / Role

We are seeking an experienced Customer Service Manager to lead our client customer service team and enhance the overall customer experience. The ideal candidate will have a proven track record in managing customer service operations, driving customer satisfaction, and implementing best practices to deliver exceptional service.

- Team Leadership: Lead, motivate, and develop a team of customer service representatives to achieve high performance and customer satisfaction.
- Customer Experience: Oversee the delivery of high-quality customer service, ensuring that all customer interactions are handled professionally and efficiently.
- Process Improvement: Identify areas for improvement in customer service processes and implement strategies to enhance service delivery and operational efficiency.
- Performance Management: Monitor and analyze key performance indicators (KPIs) and metrics to assess team performance and customer satisfaction. Provide regular feedback and coaching to team members.
- Customer Feedback: Handle escalated customer issues and complaints, resolving them in a timely and effective manner. Use customer feedback to drive continuous improvement.
- Training and Development: Develop and deliver training programs for new and existing team members to ensure they have the skills and knowledge to provide excellent service.
- Reporting: Prepare and present reports on customer service performance, trends, and areas of concern to senior management.
- Collaboration: Work closely with other departments (e.g., sales, product, and marketing) to ensure a seamless customer experience and address any cross-functional issues.

- Experience: Minimum of 4 years of experience in a customer service management role, with experience in the UAE or GCC market highly preferred.
- Education: Bachelor’s degree in Business Administration, Management, or a related field. Advanced certifications in customer service or management are a plus.

Skills:
- Strong leadership and people management skills, with the ability to motivate and guide a team.
- Excellent communication and interpersonal skills for effective interaction with customers and team members.
- Proven ability to analyze data and metrics to drive performance improvements.
- Strong problem-solving skills and the ability to handle difficult situations with professionalism.

Salary:
AED 9,000 to 12,000 per month inclusive of fixed allowances.

About the Company

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