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Customer Service Manager
Job Title
Customer Service Manager
Location
Qatar, Doha
Department
Shop
Role Purpose

The Customer Service Manager is responsible for managing the department by ensuring effective delivery of customer services and timely handling of inquiries and complaints, in order to maintain and increase customer satisfaction and retention.

Key Accountabilities

Evaluate the quality of service delivered by the department in coordination with internal and external customers, adjust the servicing approach accordingly

Verify that the team follows established procedures for each service request (including logging, processing and progress chasing inquiries, adhering to agreed Key Performance Indicators) in order to maximize customer satisfaction

Generate, analyze and communicate mystery shopper reports to concerned parties; discuss outcome, and areas for improvement, and set an action plan accordingly

Investigate and solve customers’ problems and complaints and any major incident in a timely and effective manner

Develop and implement tools and systems to ensure the most effective use of new technology and opportunities in customer service, in addition to conducting market research to better define customers' needs

Review daily statistics and data received from the Finance Department regarding operational efficiency and quality of service, communicate them to the team, and take appropriate improvement actions

Coordinate with the Marketing Department all marketing related activities, and verify that marketing tasks within the shop are properly performed and completed

Train, develop, supervise and support the team in the delivery of front line customer service in order to ensure effective and timely handling of customers’ inquiries, requests and complaints

Specific for Fashion: Prepare the annual budget and business plan of the department

Specific for Multimedia: Enforce up-selling and cross-selling in order to maximize sales volume and ensure set daily and hourly targets are reached

Qualifications, Experience, Knowledge

Bachelor’s Degree

Specific for Multimedia: 2-3 years of experience in the retail industry

Specific for Fashion: 6 years of experience out of which 2 in a customer service managerial role

Fluency in English, Arabic; French is a plus

Proficiency in MS Office

Competencies

Communication Skills

Customer Focus

Self Confidence

Teamwork

Commercial Understanding

Initiative

Analytical Thinking

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