Job Description:
Responsible for providing leadership and management a Customer Service team in the domain of governmental services. Drive departmental change through process transformation efforts. Design, develop and implement Customer Service strategies and processes according to the UAE excellency program.

KEY TASKS & RESPONSIBILITIES:

1. Create and maintain Customer services processes.
2. Build and mentor the customer service center employees.
3. Develop and maintain the customer scorecard established
with customers that utilize key metrics to drive value the
customers.
4. Develop content and lead presentations in
quarterly customer reviews.
5. Participate in the monthly S&OP process, identifying key
areas and information that will drive overall improvement of
the process.
6. Analyze and troubleshoot complex problems and propose
solutions or recommendations.
7. Performs other related duties as assigned by management.
Industry Type : Call Center / BPO / KPO / Outsourcing
Functional Area : Helpdesk / Customer Service / Telecalling
Desired Candidate Profile

EDUCATION & BASIC MUST HAVE REQUIREMENTS:

1) Bachelor’s degree in Business related field

2) 5 years’ experience in customer service.

3) Well versed of the UAE government service excellency program.

4) Fully aware of ISO 10001, 10002.

5) Experience in Establishing metrics, goals and objectives for the Customer Service team that support strategic initiatives.

6) Experience in Assisting representatives in translation of customer expectations into working solutions including resolution of issues and problems regarding shipment options, credits, transportation, pricing, and invoicing.

7) Well versed of the newest global trends in the customer services around the world.