Description:
This is a full-time on-site role for a Customer Service Manager at GEB Global Express Business in Dubai, United Arab Emirates. The Customer Service Manager will be responsible for overseeing customer satisfaction, managing customer service operations, providing customer support, utilizing analytical skills, and effective communication to ensure exceptional service delivery.
- Develop and Implement Customer Service Policies: Establish and enforce service standards, policies, and procedures to ensure exceptional customer experience.
- Monitor and Improve Customer Satisfaction: Analyze feedback, resolve complaints, and implement initiatives to enhance client satisfaction and loyalty.
- Manage Customer Service Operations: Oversee daily operations, ensuring timely and accurate responses to client inquiries and requests.
- Train and Supervise Customer Service Team: Recruit, train, and mentor customer service staff to maintain high performance and professionalism.
- Analyze Service Metrics: Use tools to track and evaluate key performance indicators (KPIs), including response times, resolution rates, and client satisfaction scores.
- Handle Escalated Issues: Act as a point of contact for complex or high-priority client concerns, ensuring prompt and satisfactory resolution.
- Coordinate Across Departments: Collaborate with finance, licensing, and training teams to ensure seamless service delivery for client needs.
- Maintain Client Communication Channels: Manage communication platforms (email, phone, CRM systems) to ensure they are efficient and user-friendly.
- Prepare Customer Service Reports: Generate regular reports on performance, trends, and areas for improvement to inform strategic decision-making.
- Stay Updated on Industry Practices: Keep abreast of best practices and emerging technologies in customer service to maintain a competitive edge.
Qualifications
- Customer Satisfaction, Customer Service Management, and Customer Support skills
- Analytical Skills for problem-solving and decision-making
- Strong Communication skills for effective interactions
- Experience in managing diverse customer service teams
- Ability to prioritize and multitask in a fast-paced environment
- Bachelor’s degree in Business Administration or related field
- Previous experience in the finance industry is a plus