The Customer Service Manager’s primary responsibility is to develop and implement service strategies to meet customers' needs and deliver strong overall experience. This involves channel design and management; employee management, training, and engagement; designing and implementing process improvements to enhance customer experience; analyzing customer feedback and monitoring service metrics; and working closely alongside the other functions to ensure overall alignment with ruya’s strategy and vision.
- Establishing the customer service function for ruya from systems, process, people, and customer experience perspectives.
- Supporting the bank’s growth and scaling by participating in customer journey and process development, product and feature launches and systems enhancements
- Developing the organizational structure of the customer service function with a focus on team empowerment to efficiently resolve issues end-to-end; as well as a focus on scalability to ensure the function can grow to support ruya’s commercial success
- Manage the performance of the department by setting performance objectives, reviewing employee performance against KPI and metrics
- Maintain a culture of community and integrity as per ruya Guiding Principles, ensure employee concerns are met and E-Sat are achieved by enforcing the right culture of customer centricity and empowerment.
- Ensure high quality resolutions are provided to customers,
- Provide consistent coaching, feedback and support to staff
- Lead on Implementation and improvement of the standard operating procedures
- Update progress on SLA periodically with effective reporting
- Drive end-to-end process improvement initiatives and projects
- Identify potential attrition through early warning signals and adopt retention measures
- Analyse complaint root cause and trends and provide recommendation to reduce complaints.
Work cross functionally to simplify processes
Job Details
| Posted Date: | 2024-03-02 |
| Job Location: | United Arab Emirates - Dubai |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Islamic Banking |
Preferred Candidate
Posted from: 👉👉👉Apply Click HERE.
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