Job Opportunities in United Arab Emirates

JOB DESCRIPTION
Job Title : Manager-Customer Support
Reporting to : Director-Operations
Purpose
To Provide and improve customer service experience, create engaged customers, and facilitate organic growth to the business, take ownership of customers issues and follow problems through to resolution, setting a clear mission and deploying strategies focused towards that mission in order to have customers satisfaction of the company, lead and motivate the customer service team.
To ensure a business' customers receive outstanding support and all their needs are met, involves creating customer support policies and procedures for staff to adhere to, training and observing employees and assisting unsatisfied customers.
Principal Duties and Responsibilities
1. Manage and lead the customer support team to ensure timely and effective resolution of customer inquiries and issues related to products.
2. Coordinate with internal departments such as production, logistics, and sales to meet customer requirements and ensure smooth order processing and delivery.
3. Utilize SAP software to track customer orders, and generate reports for analysis.
4. Respond promptly to customer inquiries via email, phone, or in-person meetings, providing accurate and helpful information.
5. Identify and address any barriers to excellent customer service, implementing process improvements as needed.
6. Monitor customer satisfaction levels and implement strategies to enhance the overall customer experience.
7. Train and develop team members to improve their product knowledge, communication skills, and problem-solving abilities.
8. Ensure compliance with company policies and procedures, as well as relevant regulations governing customer service and product.
9. Supervises day-to-day operations in the customer service department.
10. Responds to customer service issues in a timely manner.
11. Maintains accurate records and document all customer service activities and discussions.
12. Communicates job expectations to other employees.
13. Delivering a comprehensive service to enquiring customers.
14. Managing a large number of incoming calls and emails.
15. Plans, monitors, appraises, and reviews job contributions of others.
16. Prepares and completes actions plans on customers requirement.
17. Resolves problems.
18. Prepares annual budgets.
19. Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
20. Monitor and report activities and provide relevant information to management as required.
21. Supporting and Co-operating company’s periodic IMS (ISO 9001, ISO 14001 & ISO 45001) audits.
22. Co-operating internal audit programs as per QHSE requirements.
23. Co-operating QHSE/ISO related external / internal trainings to keep up-to-date knowledge.
24. Ensures compliance as per ISO 9001, ISO 14001 & ISO 45001 wherever required in the process/activity.
Skills
1. Maintains a systematic approach to work even when under pressure.
2. Experience in providing customer service support.
3. Excellent knowledge of management methods and techniques related to Customer Support.
4. Ability to think strategically and to lead.
5. Outstanding written and verbal communication skills.
6. Proficiency in Microsoft Office and customer service software, SAP would be added advantage.
7. Excellent leadership, interpersonal, smart & presentable with negotiation skill.
8. Customer service, process improvement and strong decision-making skills.
9. Punctual and time conscientious
10. Ability to translate skills to other employees through training and mentoring.
11. Enthusiastic, Customer Empathy /Compassion, Patience, Stress Management, Flexibility & Company knowledge.
Authorities
1. Authorized to utilize the manpower where ever required.
2. Authorized to discuss with other departments regarding the Sales related issues.
3. Authorized (Partially) to plan and accept annual leaves for the department.
4. Authorized to assess team members for their performance.
5. Authorized to discuss with the Team Member for the Job allocation.
6. Authorized (Partially) to interview and finalize the Asst. Sales coordinator, Sales coordinator, Customer Support Coordinator, Customer Support Executive & forward to Director-Operations /HR for approval.
7. Authorized to give inputs on Sales department Planning and dispatch Process.
Minimum Qualification:
1. MBA or Bachelor’s degree in Business Administration or relevant field.
2. A minimum of 05-10 years’ proven experience in a customer service position /similar role.
3. 03-05 years' supervisory experience.
4. Managing process, staffing, planning, and tracking budget expenses.
5. Analyzing information, developing standards and help desk experience are essentials.
6. Preferably UAE Driving License holder.
Job Type: Full-time
Pay: AED5,000.00 - AED13,000.00 per month
Expected Start Date: 10/10/2024