Customer Service Manager

الوصف الوظيفي
JOB PURPOSE
To supervise and manage the customer service department such that it delivers total customer satisfaction through effective customer communication and the efficient and effective processing of all customer orders and other requests in line with all negotiated and agreed terms and conditions.
3.  KEY RESULTS AREAS
I.  To manage the staff within the department, set and agree objectives, monitor performance and provide the necessary support to enable staff to meet their objectives and develop their full potential.
II.  To provide the support and direction to CSRs such that they deliver total customer satisfaction against all external customer requests, such that the customer receive a positive purchase experience when dealing with the company.
III.  To conduct regular meetings with cross functional team managers to discuss and identify possible improvements to customer service.
IV.  To monitor and facilitate effective communication processes between the customer service department, external customers and related internal departments to ensure the smooth and efficient processing of all orders and customer requests.
V.  To provide guidance and clarity to CSRs with regard to the company’s sales terms and conditions and other policies and procedures and ensure adherence to the same, such that the company’s interests are protected at all times and clarify the action that may or may not be taken in cases where non-standard requirements arise.
VI.  To monitor and measure service performance levels for the entire customer service function, specifically in the areas of response, quotations, order entry, documentation, delivery and complaint handling and provide statistical reports or other data to determine the level of customer service.
VII.  To develop inside sales with the coordination with the sales team by assigning the CSR’s to carry out sales to selected group of customers and to create new tools and technologies to serve the customer better.
VIII.  To ensure that CSRs are managing customer specific stock levels, such that stock levels are kept within shelf life and maximum defined levels.
IX.  To plan and request from the management the required resources and support (human and other) to ensure that the customer service department maintain the high levels of efficiency and service as requird by the market.
X.  To provide to the management team continuous input into the review and improvement of all customer service related policies and procedures.
XI.  To plan and implement required training and development programmes for the staff within the department.
XII.  Together with the sales function regularly visit key accounts to discuss and gain feedback in regard to service performance and understand changing customer needs.
XIII.  Handle various projects related to new business models, new hubs, transition of markets between various business model.
XIV.  Responsible for handling the management reports.
XV.  Responsible for process creation, implementation, review and training.
XVI.  To support sales team providing data, educating them on new process etc.
XVII.  To liaise with agents and end-users for agreement renewal , commission and rebate payment processing.
XVIII.  To ensure the compliance of all related activities in terms of Health, Hygiene, Environment and Quality requirements, consistently strive to achieve and maintain the same and take necessary actions as and when required.
XIX.  Any other duties as assigned by the supervisor.
المهارات
Education : Any Bachelor’s Degree (Required) Master’s (Desirable)
Experience : Ideal candiddate should have at least 8-10 years of experience with customer service department with any manufacturing or trading company. Minimum 03 years of experience as a Customer Service Manager. Experience in handling supply chain or logistics department (Required)
Proficient skills in MS Office tools and CRM softwares.
Excellent written and verbal communication skills (Required)
Good understanding of management practices and techniques.
Excellent leadership, team management and interpersonal skills.
تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة التصنيع
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي الخدمات المساندة
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 7 الحد الأقصى: 10
منطقة الإقامة الإمارات العربية المتحدة
الشهادة بكالوريوس/ دبلوم عالي

*** تقدم على الرابط التالي : Apply on the following link ***
https://www.bayt.com/ar/uae/jobs/customer-service-manager-4107468/