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Customer Service Manager

Job Details

Dubai, UAE SALARY: 20,000 AED - 25,000 AED PER: Month TERM: Permanent

Position Overview 

The Customer Service Manager will play a pivotal role in ensuring our customers receive best-in-class service across all touchpoints. Reporting directly to the Operations Director, the Customer Service Manager will lead a team responsible for responding to customer inquiries via chat box, phone, and email. The ideal candidate will be passionate about delivering exceptional customer experiences, possess excellent communication skills, and thrive in a fast-paced startup environment.

Responsibilities:

  • Oversee day-to-day operations of the customer service team, ensuring prompt and professional handling of inquiries across multiple channels.
  • Track key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, and implement strategies to meet or exceed targets.
  • Act as the liaison and point of contact for challenging customer inquiries or complaints, demonstrating empathy and problem-solving skills to ensure swift resolution.
  • Continuously evaluate and streamline customer service processes to enhance efficiency and effectiveness, leveraging automation tools and technology where appropriate.
  • Work closely with other departments, including Sales, Marketing, and Logistics, to address customer concerns and improve the overall customer experience.
  • Keep up-to-date with industry trends and best practices in customer service, identifying opportunities for innovation and differentiation.
  • Analyze customer feedback and data to identify trends, pain points, and opportunities for improvement, providing actionable insights to inform business decisions.

 

Qualifications:

  • Fluent in English and Arabic. 
  • Bachelor's degree in Business Administration, Marketing, or related field.
  • Minimum of 4 years of experience in customer service management, preferably in an ecommerce or retail environment.
  • Proven leadership skills with the ability to motivate and inspire a team.
  • Strong communication skills, both written and verbal, with a customer-centric approach.
  • Excellent problem-solving abilities and a commitment to delivering exceptional customer experiences.
  • Proficiency in customer service software and CRM systems.
  • Ability to thrive in a fast-paced, entrepreneurial environment with a high degree of autonomy

Exciting opportunity to join a rapidly growing startup at the forefront of the luxury goods and collectibles industry.

Tiger is B Corp Certified. We are part of a global movement of businesses committed to improving social and environmental conditions around the world.

 
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POSTED: 13 Feb 2024 JOB ID: MXC-DXM-CSM

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