Customer Service/Client Service Manager (UAE national)

Company Name: Madison Pearl
Location: UAE
Posted by:

Hiba Abdallah

Hiba Abdallah

Senior Consultant at Madison Pearl

Our client, a leading government entity in the UAE is currently in search of a UAE National Customer Service Manager/Client Service Manager to manage the day to day call center operations, Web & chat inquiries and ensure that technology is utilized to a maximum and that staff is well-organized and productive. The ideal candidate would have experience in Telephone continuity solutions( Cisco , genesis), IVR, Ticketing Solutions

    

Key responsibilities:

• Collect and analyze call-center statistics, setting performance targets for speed, efficiency, as well as ongoing monitoring of KPIs.
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements;
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
• Establish a high standard for productivity, quality, customer service as well as define user guidelines.

Key requirements:

• UAE national with Family book / minimum bachelor’s degree or equivalent / Arabic speaking is a must
• Minimum total 8 to 10 years, out of which 4+ years in similar capacity with proven track record / achievements.
• Active listening skills and ability to find the root cause of issues, and communicate clearly and in a friendly way to solve the issue and keep the customer happy.
• Be able to motivate team work with them to make sure they abide by all company policies and procedures.
• Strong attention to details
• Professional and warm personality
• Customer Service oriented and has good people skills

*ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED*

• Seniority level

  Mid-Senior level

• Employment type

  Full-time

• Job function

  Customer ServiceManagement

• Industries

  Government Administration