Job Requirements
- BA degree in Business Administrations or related
- Minimum 5 years of proven experience customer Care with minimum 3 years in managerial positions
- Language professionalism: English, Arabic
- Hands on ERP system
- Deep knowledge in quality standards
- Able to analyze problems and conduct effective fault diagnosis
- Understanding of customer behaviors, trends, preferences…etc
- Customer handling including customer complaint resolution, etc
- Developing customer complaints management policies and procedures
Key Responsibilities
- Implement customer service policies and procedures to ensure that the company is providing the highest level of service to its customers
- Supervise and train customer service staff to ensure that they are providing quality service and meeting customer needs
- Respond promptly to customer inquiries, addressing any concerns or questions that may arise, and manage customer complaints, finding solutions to problems, and ensuring customer satisfaction
- Monitor customer satisfaction, using surveys and other feedback tools to identify areas of improvement
- Develop and implement customer retention strategies to ensure that the company maintains its reputation for quality service and retains its customer base
- Track and analyze customer service metrics, such as customer satisfaction scores, to identify areas of improvement
- Manage the customer service budget, allocating resources to support customer satisfaction initiatives
- Stay up to date with industry trends and best practices to ensure that the company is providing the best possible service to its customers
- Work closely with other departments, such as marketing, sales, and product development, to ensure that customer needs and concerns are being addressed across the company
- Report on customer service performance to senior management, highlighting areas of success and identifying areas for improvement
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.