Assistant Customer Service Manager

Job Description and Requirements
Position Core Responsibilities:
Handles escalated complaints and concerns; In charge of critical and high level concerns which require immediate decision and action.
Coordinates with operations team including logistics and production to ensure the smooth customer experience.
Provide coaching and monitoring for Team Leaders and members; conduct training.
Processing and issuing refunds or compensation to customers;
Leading or supervising a team of customer service staff;
Developing holistic customer journeys and shaping all customer touchpoints in order to drive customer conversion rates.
Responsible for active monitoring of customer needs and development of ideas through surveys and complaints.
Lead on the development of customer benchmarking tools and analysis, to understand activities undertaken by competitors with a focus overall customer experience
Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis.
Monitors the KPI of the team on daily/weekly/monthly basis and initiate the incentive program.
Providing help and advice to customers using your organisation’s products or services;
Improving customer service procedures, policies and standards for your organisation or department;
Learning about the competitors’ products or services and keeping up to date with changes;
Support the Operations Manager with any task required.
Professional Requirements:

3+ years of job experience in Customer Service supervisory background.
Excellent Excel (Vlookup) & PowerPoint skills
Interpersonal Requirements:

Entrepreneurial work ethic
Ability to work under pressure
Highly organized
Excellent grooming/appearance at all times
Excellent verbal and written communication skills
Sociable with an open personality that fits with the brand image
Commitment to developing and maintaining a premium brand

*** تقدم على الرابط التالي : Apply on the following link ***
https://www.akhtaboot.com/en/uae/jobs/dubai/129675-Assistant-Customer-Service-Manager-at-Mac-Group