Customer Service Manager
Date: 14-Oct-2020
Location: KW
Company: Alghanim Industries
Job Summary
To lead the customer Service, Call Center & QC function for the Home Division and to improve customer satisfaction, drive customer loyalty and deliver improved profitability. The development of the Customer Service team is also a key success factor. This key role will provide the daily coaching to drive efficiency in sales and operations and deliver a world class experience for our customers
Job Responsibilities
- Lead and Manage across Customer Service Call Center and Quality Control functions to identify opportunities and implement solutions to improve the customer experience including on-time delivery, responsiveness, quality, after sales and technical support
- Fully understand all internal and external legislation relevant to the role
- Observe and coach staff to improve standards, knowledge, skills and behaviours
- Provide weekly, monthly reports on the performance of managed functions
- Ensure quality and consistency in the process of customer handling in the end to end process
- Positively contribute to the overall objective of the customer service index and profit objectives; And to the Process of continuous improvement
- Design & Deliver workshops and trainings for new starters and refreshers training to current staff on regular basis
- Create effective customer service procedures, policies, and standards
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
- Champion opportunities to consistently improve the Quality, deliver an enhanced customer experience at all customer touch points
- Work across teams to continually eliminate unnecessary processes and continually implement new ways to enhance the Safat Home Customer Experience
- Implement an effective customer loyalty program
- Maintain accurate records and document all customer service activities and discussions
- Assess service statistics and prepare detailed reports on your findings
- Hire and train new customer service agents
- Manage the approved budget of the customer service department
- Stay informed on the latest industry techniques and methods
Candidate Requirements
- 10 years retail experience or product knowledge preferred
- Strong organizational skills, detail oriented, and the ability to handle multiple priorities
- Excellent people management skills
- Planning, organising and leadership abilities
- Team player
- Analytical and computer literate
- Able to have difficult conversations, clearly explains initiatives in sufficient detail to gain understanding, and the support of internal and external customers and partners
- Excellent attention to detail, diligent and methodical approach to work
- Experienced in training, coaching and developing others
- Quality focused and result driven
- Excellent communication skills
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