Customer Care Executive

Sharaf DG; United Arab Emirates; On-site; AED 30,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Care Manager to lead a team dedicated to exceptional customer satisfaction. In this role, you will develop and implement customer care strategies while ensuring compliance with service level agreements and ISO standards. Your leadership will drive the performance of customer care executives, fostering a culture of excellence and continuous improvement. This is an exciting opportunity to make a significant impact in a fast-paced environment, where your skills in communication and problem-solving will shine. Join a forward-thinking company committed to delivering outstanding service and enhancing customer loyalty.

Qualifications

• Several years of field experience in handling customer care.
• Graduate or professional certifications; diploma in hospitality preferred.

Responsibilities

• Lead and manage a team of customer care executives.
• Develop and implement customer care strategies and policies.
• Conduct training and performance evaluations for staff.

Skills

Excellent communication skills

Customer servicing skills

Active listening skills

Problem-solving skills

Education

Graduate or professional certifications

Diploma in hospitality

Job description

Key Performance Areas (KPAs) and Principal Accountabilities

1. Lead and manage a team of customer care executives to achieve exceptional customer satisfaction and loyalty.
2. Develop, implement, and monitor customer care strategies, policies, automation, and procedures.
3. Manage complaint closure at stores via voice emails and social media as per SLA.
4. Oversee the closure of consumer complaints logged with respective Economic Departments (Ministry of Economy, UAE) to avoid fines.
5. Maintain queue management system and ensure average served time for walk-in customers at the customer care desk.
6. Monitor and reconcile ageing stock and carry-in warranty repair performance.
7. Manage service level agreements (TAT) for hardware/software issues and spare parts.
8. Conduct regular coaching, training, and performance evaluations to ensure customer care executives have the necessary skills and knowledge.
9. Develop and manage key performance indicators (KPIs) to measure team performance.
10. Ensure ISO compliance as per audit rating and SOP compliance with store requirements.

Experience & Educational Qualifications

• Field experience of several years in handling customer care.
• Graduate or professional certifications; a diploma in hospitality is preferable.

Skills & Abilities

• Excellent communication skills.
• Customer servicing skills.
• Active listening skills.
• Problem-solving skills.

Note: You will be redirected to the company website to apply for this position.