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Manager Customer Care

Date: 18-Jul-2019

Location: Riyadh, Saudi Arabia

Company: Bahri

Job Summary:

 

Lead customer care operations by handling customer issues through investigation and analysis to ensure that resolutions can be provided within set time frames. Liaise between the customer and respective department to enhance customer satisfaction.

 

Duties and Responsibilities:

 

  • Executes the short and long term strategy for the department within the context of the 5-year strategy for the BU. Plan, direct and oversee all department processes and activities to achieve the annual plan.
  • Implement customer service policies and procedures, liaise with internal departments to resolve customer issues and drive industry best practices to enhance customer satisfaction.
  • Develop and oversee customer audit process by checking past purchase trends, customer issues, evaluation of company delivery against customer needs, service gaps and identifying incremental business opportunities.
  • Review customer complaints, escalated issues and special requests to provide timely solutions and resolve customer issues to enhance customer satisfaction.
  • Manage customer inquires and requests on company website. Ensure that response rate and response time are short and relevant information is given.
  • Direct the team to set their annual objectives and assign tasks to the team members. Monitor daily activities in line with the assigned tasks. Train and coach team members and execute performance management for the team. Correct performance issues.
  • Support the development of professional strategies and policies within the area of responsibility to ensure that Bahri operations utilize newest relevant insights and practices.

 

Required Experience and Knowledge :

  • Bachelor Degree in Business Administration, Management or equivalent.
  • 7-12 years of relevant experience.

 

Required Languages

  • Arabic

  • English