To provide excellent customer service and to promote this idea throughout the organization. To Achieve Customer Service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; Increasing the productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements and implementing change at the store and call Centre.
Key Performance Areas (KPAs) & Principal Accountabilities:
Lead and manage a team of customer care executives to achieve exceptional customer satisfaction and loyalty.
Develop, implement, and monitor customer care strategies, policies, automation, and procedures.
Complaint Closure at Stores, Voice, E-Mails, and Social media as per SLA.
100% Closure of Consumer Complaints logged with respective Economic Departments Ministry of Economy - UAE to avoid fines
Queue Management System: Maintain Average served time for walk-in customers at the Customer Care desk
Customer Care Location Ageing Stock Monitoring and Reconciliation
Carry-In Warranty Repair performance Service Level TAT: For Hardware/software issues and spare parts
Conduct regular coaching, training, and performance evaluations to ensure customer care executives have the necessary skills and knowledge.
Develop and manage key performance indicators (KPIs) to measure customer care team performance.
ISO Compliance - as per Audit rating (SOP Compliance Store)
RequirementsExperience (Yrs & Field): 8-10 years of handling Customer care
Educational Qualification Graduate
Professional Certifications Diploma in Hospitality - preferable
Skills & Abilities Communication Skills, Customer Servicing skills, Listening skills, Problem solving skills
