As a Customer Service Manager, you will play a crucial role in ensuring a positive and seamless customer experience. Your responsibilities will include mentoring the customer service officers, addressing them how solve minor cases, managing major tasks, working on improving the department for a better after sale experience, and promoting customer satisfaction through effective communication.
Responsibilities
- Maintaining a clear, well-organized CRM report on a monthly basis
- Analyzing the report to address any issues in the department's work flow
- Reporting the repetitive cases and problems from other departments
- Coordinating with other departments to address the source of issues
- Finding suitable solutions for dissatisfied customers
- Maintaining customer satisfaction and loyalty through follow ups and appropriate solutions
- Receiving maintenance cases and addressing the team to fix it
- Coordinating with the Operations department to deliver a fast and efficient maintenance service
- Maintaining a clear and updated maintenance cases data on the Odoo maintenance app for other department
- Answering potential clients inquiries on social media and forwarding them to the right
- department to receive more details when necessary
- Training, following up with my officers to make sure they always have the right, updated and enough knowledge about our products and services
- Creating new innovating tasks to improve the department and maintaining a positive customer experience post purchase
- Collecting feedback regarding the customer's experience with our products and services
- Recording positive experiences by sharing feedback links to satisfied customers
Qualifications
- Excellent presentation skills
- Excellent self-awareness and communication skills
- Ability to work in a fast-paced environment
- Proficient in english and arabic
- Excellent MS office skills
- Knowledge using an ERP system
- Strong email management skills
