As a customer service manager, you will manage teams and deliver customer-driven targets in a fast paced start-up which is HQ in Dubai. The role will be based in Karachi but training and onboarding for the successful candidate may take place in Dubai.
As the Customer service manager you need to make sure that the needs of customers are being satisfied. Your aim is to provide and promote excellent customer service throughout the organisation. You'll make sure that service standards are being met, and manage the customer service team.
- Develop and implement customer service policies
- Find ways to measure customer satisfaction and improve services
- Manage a team of customer service staff
- Handle escalated enquiries from customers
You’re expected to understand and satisfy your customers' requirements, exceeding expectations where possible.
- providing help to customers
- communicating courteously with customers by telephone or email.
- investigating and solving customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants
- handling customer complaints or any major incidents professionally and resolving all issues.
- issuing refunds or compensation to customers
- analysing statistics or other data to determine the level of customer service your organisation is providing
- writing reports analysing the customer service that your organisation provide
- developing feedback or complaints procedures for customers to use
- improving customer service procedures, policies and standards for your organisation or department
- meeting with other managers to discuss possible improvements to customer service
- involvement in staff recruitment and appraisals
- training staff to deliver a high standard of customer service
- leading or supervising a team of customer service staff
Dealing with customers who are upset or angry may be stressful. Whatever the setting, you will need to behave in a calm, professional and responsible manner at all times.
You'll need to show:
- Excellent professional handle of the English language (written and oral)
- communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals.
- listening skills, to understand exactly what customers and your team require
- problem-solving skills
- confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
- motivational skills and an ability to supervise and lead a team of customer service and customer operations employees.
- creative thinking, to be able to come up with new ideas to improve customer service standards
- an ability to work well under pressure
- organisational and planning skills to develop customer service policies
- a commitment to improve your customer service skills on an ongoing basis.