Customer Experience Manager

Job description

Are you passionate about developing customer satisfaction goals and combining modern leadership practices? Do you thrive in a dynamic environment where every day presents new challenges and opportunities? If so, you could be a great fit for a Customer Experience Manager position that we are hiring for.

As the Customer Experience Manager, you will play a pivotal role in driving the success of business wide initiatives with a focus on customer service.
• *Responsibilities**:

– Heading the Customer Service department, including on-shore and off-shore teams.
– Developing and implementing yearly strategic plans to improve customer service operations, enhance customer and satisfaction, and meet business objectives.
– Recruiting, training, and managing a team of customer service representatives, team leaders, supervisors and support staff.
– Providing coaching, feedback, and performance evaluations to support their professional development and ensure productivity.
– Developing and managing the customer service department budget, allocating resources effectively.
– Develop service procedures, policies, and standards.
– Manage the functions of receiving, assessing, analysing, resolving, and documenting customers’ issues and complaints in accordance with agreed requirements.
• *Requirements**:

– Extensive experience in customer service management and team leadership roles.
– Strong track record of successfully managing high-performing customer service teams.
– Experienced in Client Service tools and techniques.
– Proficient in SLA and Omnichannel Management.
– Excellent communication and presentation skills.
– Strong leadership qualities.
– Proficient in English; Arabic speaker is advantageous.