Customer Service Manager

The Petshop; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading pet store in Dubai seeks a Customer Service Manager to oversee the customer service department. This role involves managing a team, improving omni-channel customer experiences, and ensuring exceptional satisfaction across all channels. Candidates should have a minimum of 5 years of customer service management experience and strong leadership skills. Benefits include a pet-friendly workplace, insurance, discounts, and opportunities for career growth.

Benefits

Pet-friendly workplace

Life and medical insurance

Employee discount

Career growth opportunities

Fast-paced environment

Qualifications

• Minimum of 5 years of experience in customer service management, preferably in an omni-channel retail setting.
• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.

Responsibilities

• Recruit, hire, and train customer service representatives.
• Handle complex customer inquiries and complaints across all channels.
• Ensure seamless integration between online and in-store customer experiences.

Skills

Leadership

Communication

Problem-solving

Customer relationship management (CRM)

Knowledge of the pet industry

Tools

Omnichannel customer service platforms

Job description

Job Overview

The Customer Service Manager will be responsible for overseeing and managing the customer service department of an omni-channel pet store, The Pet Shop. This role involves ensuring exceptional customer satisfaction across all channels (online, in-store, and mobile), resolving customer inquiries and complaints, and optimizing the overall customer experience.

Key Responsibilities

Team Management

• Recruit, hire, and train customer service representatives.
• Develop and implement performance metrics and standards.
• Provide ongoing coaching, mentoring, and development opportunities.
• Manage team schedules and ensure adequate staffing levels across all channels.

Customer Service Operations

• Handle complex customer inquiries and complaints across all channels.
• Develop and implement customer service policies and procedures that align with the omni-channel strategy.
• Analyze customer feedback and identify areas for improvement across channels.
• Monitor customer satisfaction metrics and implement strategies to enhance them.

Omni-Channel Integration

• Ensure seamless integration between online and in-store customer experiences.
• Develop and implement strategies to encourage customers to use multiple channels.
• Monitor and optimize the performance of self-service channels (e.g., online chat, FAQs).

Customer Experience Optimization

• Collaborate with other departments (e.g., marketing, sales, operations) to improve the overall customer experience.
• Identify opportunities to enhance the omni-channel shopping experience.
• Implement customer loyalty programs and initiatives.

Quality Assurance

• Ensure adherence to quality standards and service level agreements (SLAs) across all channels.
• Conduct quality assurance audits and provide feedback to the team.
• Monitor and resolve customer complaints and issues promptly.

Requirements

• Minimum of 5 years of experience experience in customer service management, preferably in an omni-channel retail setting.
• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Proficient in customer relationship management (CRM) software and omnichannel customer service platforms.
• Knowledge of the pet industry and products is a plus.

Benefits

• Pet-friendly workplace.
• Life and medical Insurance.
• Employee discount.
• Career growth opportunities.
• Fast paced and dynamic environment.