الوصف الوظيفي
Design and plan Customer care department KPA/KPI and annual budget
Recruiting and Managing the Supervisors/Executives
Be “subject matter expert”, from a business, operations, customer service and consumer affairs perspective. Ecommerce Customer Service Manager will own many aspects of support, ranging from building scripts/FAQ for phone / email / online chat to driving initiatives to improve day-to-day processes.
Oversee the day-to-day operations of the Consumer Care Associates through Supervisors/Team leads.
They will design & conduct formal training sessions upon initial hire as well as ongoing refresher courses.
A performance evaluation and continuous performance enhancement process to be implemented
They will evaluate and analyze systems, i.e. email and chat service to ensure it is being used to its maximum benefit. Report on productivity and react accordingly.
Utilize market leading Customer Service and web technologies to increase consumer satisfaction.
Responsible for day-to-day administration of Live Chat tools and other web-based consumer Affairs technology
Coordinate with Growth/product, QC and marketing to design and conduct periodic market survey
Periodic/regular Customer Care MIS with market and consumer behavior insights
Keep a close eye to Identify Consumer pain regarding customer UX in different platform , solution gaps or improvement areas to regularly update management
Strictly monitor Regulatory guideline regarding to Customer/consumer rights
Closely follow-up with internal stakeholders to submit timely response for any regulatory enquiries or complaint
المهارات
Knowledge of E-business Customer Care (Preferably from Insurance/Financial Segment)
Excellent communication and Leadership ability
Degree, preferably in Business Management, or related field
Preferably with MBA
3-5 years of Customer care leadership Experience.
3-5 years working in E-Business, Banking, or Insurance
Proven work experience as Manager/Asst. Manager in similar role in a reputed organization in Saudi Arabia
Exceptional interpersonal/team building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams
Detail-oriented, demonstrate strong written and verbal communication skills
Ability to work in a dynamic environment and be results and deadline driven
Microsoft Office proficiency with Word and Excel
تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة الإنترنت والتجارة الإلكترونية; التأمين; البنوك
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 5 الحد الأقصى: 7
https://www.bayt.com/ar/uae/jobs/customer-ux-excellence-manager-4440027/
نسخة للطباعة 
ابلغ عن اعلان مخالف