Customer Service Manager
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Key skills for this role
About the Role
Our client is seeking a dedicated Customer Service Manager to join their team in Hail City, Saudi Arabia. The goal will be to provide outstanding customer service to the busines.
Key Skills for This Role
Responsibilities
- Assist with budget preparation for the Customer Service department and manage assigned budget
- Assist with drafting, implementing, and executing policies and procedures for quality customer service
- Monitor performance metrics for customer service representatives and supervisors, prepare monthly reports
- Monitor issues and trends related to customer complaints and inquiries, analyze impact on customer experience
- Oversee training and performance evaluations for current and new team members
- Identify opportunities to update or improve customer service procedures and make recommendations
- Oversee the daily workflow of the team
Requirements
- 10 15 years of experience in customer service management
- Experience in budget preparation and management
- Knowledge of customer service policies and procedures
- Strong analytical and reporting skills
Full Job Posting
Role Overview
- Our client is seeking a dedicated Customer Service Manager to join their team in Hail City, Saudi Arabia.
- The goal will be to provide outstanding customer service to the business unit clients by setting customer satisfaction goals, managing customer service performance, monitoring compliance with policies and procedures, and working continuously on enhancing customer experience.
Responsibilities
- Assists with budget preparation for the Customer Service department and manages the assigned budget for the Business Director.
- Assists with drafting, implementing, and executing policies and procedures to facilitate quality customer service experience.
- Monitors performance metrics for customer service representatives and supervisors and prepare monthly reports summarizing the team performance.
- Monitors issues and trends related to customer complaints and inquiries, and analyze the impact on customer's experience, and prepares summarizing monthly reports.
- Oversee the training and performance evaluations processes for both current and new team members.
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the line manager.
- Oversee the daily workflow of the team.
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