Customer Service Manager

Posted on :16-Nov-2021

Experience : - Mall Experience is a required. 

Qualification :  - Arabic language is required.

- Communication skills.
- Customer service focus.
- Supervisory skills.
- Problem analysis and problem-solving.
- Decision-making.
- Planning and organizing.

Job Description

- Manage the daily operations of the customer service team inclusive of schedules, shifts etc…
- Plan, prioritize and delegate work tasks to ensure proper functioning of the Customer Service department.
- Ensure all necessary resources and tools are available for quality customer service delivery.
- Resolve problems that affect the service, efficiency, and productivity of the customer service team.
- Train the team on how best to deliver prompt and professional solutions for customer inquiries.
- Ensure information given to customers is always updated (new shops, promotions, sales etc…)
- Identify ways to improve customer service and liaise with management to implement them.
- Evaluate the performance of the staff and address training and coaching needs.
- Review customer complaints and manage customer complaint resolution.
- Liaise with management and different shops to ensure customer’s complaints are addressed.
- Build strong relations with Store Managers.
- Liaise with retailers with regards to the implementation of Marketing initiatives.
- Make sure all touchpoints with customers in the mall are functional and updated.
- Manage implementation of Shop and Win promotions.
- Assist in compiling customers data wherever applicable.
- Perform competitive analysis and mystery shopping and present monthly reports evaluating competition’s customer service.
- Help increase business profitability by identifying sales opportunities for gift vouchers.

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