HEAD OF CUSTOMER EXPERIENCE UAE DUBAI ( MUST BE in DUBAI RIGHT NOW)

Job openings for Customer Care Executive in United Arab Emirates

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HEAD OF CUSTOMER EXPERIENCE - UAE, DUBAI (MUST BE IN DUBAI RIGHT NOW)

Job Description

Roles and Responsibilities:

1. Manage and inspire the Customer Engagement Team and collaborate with peers in other departments to elevate customer service across all channels.
2. Report to Operations Director.
3. Manage the processing and quality control of all orders, setting and managing the team to meet internal KPIs.
4. Maintain high levels of customer communication across all channels, aiming for 100% first call resolution.
5. Manage the process for undelivered items, aspiring to a 0% return rate.
6. Monitor and improve the returns and cancellations process, ensuring returns are picked up and processed within 48 hours.
7. Collaborate with other departments (Content/Buying) to ensure customer feedback is used to enhance service offerings.
8. Set and aim to exceed industry standard service levels for call responses (80%).
9. Proactively seek ways to enhance customer service levels through all call centre processes.
10. Liaise with other departments to analyze inbound and outbound data for ongoing performance improvement and to manage stretch KPIs for customer service.
11. Create operational processes that enable the Customer Engagement Manager to focus on strategic engagement with the customer base.
12. Inspire, train, and motivate members of the Customer Engagement Team to improve both themselves and customer service.
13. Advocate the value and importance of customer orientation across all teams, including Senior Management.
14. Support and advise on the implementation of new processes and workflows through warehouse and delivery operations to ensure alignment with customer service delivery.

Experience: 6 - 12 Years

Salary: 50 Lac To 1 Crore P.A.

Industry: ITES / BPO / KPO / LPO / Customer Service

Qualification: Other Bachelor Degree

Key Skills: Good Communication, Customer Care Executive, Customer Advisor, BPO, Telecaller, Telesales