Area Manager Customer Service Kuwait Jobs Vacancy in Alshaya
Alshaya urgently required following position for Area Manager Customer Service Kuwait. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.
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Area Manager Customer Service Kuwait Jobs Vacancy in Alshaya Jobs Details:
To supervise all relevant matters relating to the Customer Care Division’s performance and projects. Recommend improvements to enhance internal and external service quality standards, which ensure the division’s success.
The below Key Performance Areas include but are not limited to:
Lead teams to achieve their targets in order to meet the Business Plan.
Perform Customer Care duties in order to uphold and maintain excellent services to internal and external customers and achieve constant customer satisfaction.
Follow up with Regional Manager concerned issues and action plans.
Manage assigned Customer Care Projects and/ or programs with total execution with responsibility of delegating and assigning tasks to relevant team members.
Plan and organise project including budgeting, communicating with relevant departments, contacting suppliers.
Design program with full details and utilising relevant communication tools for implementation.
Actively responsible for supporting the Measurement and Rewards Programs in the designated functional area
Follow up/ collect results from Measurement and Reward Centre.
Maximise the potential of team through performance management, coaching, and identifying development opportunities to ensure all areas are staffed correctly including succession planning and ongoing monitoring of manpower planning
Assist and support training in alignment with Customer Care objectives
Manage subordinates on all programs of the functional area and reports to the Regional Manager on all progresses in order to meet the objectives.
Provide Customer Care coaching to front-liners in stores to assist with training.
Present and explain Customer Care function to new recruits as part of the central training.
Communicate feedback and findings to central and brand training functions for the purpose of identifying Employee training needs.
Champion the Division within the Company and create a two way feedback loop with the brand teams to enhance business performance. Communicate with Business Area Managers and Operations Managers through regular reports and meetings
Build external networks to understand market trends and competitor activity that once fed back into central teams allows us to maintain a competitive advantage.
Develop and build strong, mutually beneficial relationships with internal customers for constant communication and alignment of business objectives.
Contribute to all aspects of business development.
Review Business critical information, make recommendations, communicate and facilitate solutions.
Provide beneficial feedback to appropriate channels – follow-up on action plans
Devise strategies that will add value to the Business in terms of Quality of Service.
Adhere to structured Service Level Agreements between Customer Care and Measurement and Rewards centre for ease of communication and alignment of assigned division objectives
Align Customer Care reports with Measurement and Rewards centre to ensure quality of data
Ensure internal and external customer service is excellent and act as an ambassador for the Company.
Communicate with internal and external customers in regular basis to ensure their satisfaction with service provided – provide recommendations accordingly.
Conduct periodical visits to stores within functional area, to build relationships with internal customers. Coach, motivate and attend to customer needs and report findings and action plan.
Fully utilise company reporting systems to monitor performance and implement corrective action when necessary.
Prepare and issue reports/Business plan and conducts presentations relevant to the functional area for senior management in order to provide appropriate Management Information.
Contribute accurately to the Company’s Quality Management Systems
Provide concise reports of outcome and progress of project, to designing, communicating, implementation and launch to final report.
English and Arabic language
HR/ Customer Service/ Quality Assurance/ Marketing background
Customer Service Best Practices
Presentation and reporting skills