Qureos Mentor

Mai Dubai™ Bottled Drinking Water

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 The Manager is responsible for overseeing and optimizing the operations of the Customer Happiness Centre and the Ecommerce B2C department. This role plays a pivotal role in ensuring exceptional customer experiences, efficient processes, and the achievement of key performance metrics.
 
 
 
 
 
 
 Responsibilities and Duties
 
 
 
 
 
 
 
 Team Leadership and Development
 
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 Lead, coach, and mentor teams in the call centre and Ecommerce B2C department.
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 Foster a positive and high-performance work culture.
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 Conduct regular performance evaluations and provide feedback for team members' growth.
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 Operational Management
 
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 Develop and implement strategies to enhance call centre and Ecommerce B2C department operations.
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 Monitor and analyze performance metrics such as response times, customer satisfaction, and order fulfillment.
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 Ensure efficient resource allocation and scheduling to meet customer demand.
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 Customer Experience Enhancement
 
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 Continuously improve customer service standards to exceed customer expectations.
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 Resolve escalated customer issues or concerns in a timely and satisfactory manner.
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 Implement best practices for delivering exceptional customer experiences in both call center and e-commerce interactions.
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 Process Improvement
 
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 Identify and implement process improvements to enhance efficiency and reduce costs.
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 Collaborate with cross-functional teams to streamline workflows and optimize order fulfillment processes.
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 Technology and Tools Management
 
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 Evaluate, select, and manage customer service technology and tools, including CRM systems and e-commerce platforms.
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 Ensure that technology supports the needs of both departments and integrates seamlessly.
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 Reporting and Analytics
 
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 Generate regular reports on performance metrics and KPIs.
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 Analyze data to identify trends, areas for improvement, and opportunities for growth.
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 Make data-driven decisions to improve departmental operations.
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 Compliance and Quality Assurance:
 
 
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 Ensure compliance with relevant regulations, industry standards, and company policies.
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 Implement quality assurance programs to maintain service quality and consistency.
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 Budget Management
 
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 Develop and manage budgets for both the call centre and Ecommerce B2C department.
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 Monitor expenses and allocate resources efficiently.
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 Make sure the team follow the workplace safety and health instructions and procedures
 
 
 Ensure any injury, illness, unsafe acts or conditions are reported and inspected as required
 
 
 
 
 
 
 Principle Accountabilities
 
 
 
 
 
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 Customer Satisfaction and Experience: Monitor and respond to customer feedback and complaints effectively.
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 Operational Efficiency: Optimize call center and e-commerce DTC operations for efficiency and cost-effectiveness. Develop and implement processes and workflows that minimize errors and delays.
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 Performance Metrics: Customer Acquisition, Sales Revenue, NPS, Service Level, Abandoned Calls, App downloads, Customer feedback ratings, ASP, AOV, Waiting Time.
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 Team Management and Development: Foster a culture of collaboration, accountability, and continuous improvement.
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 Technology and Tools: Stay updated on emerging technologies and recommend adoption when beneficial.
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 Reporting and Analytics: Generate and analyze reports to make data-driven decisions.
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 Cross-Functional Collaboration: Collaborate with other departments such as marketing, sales, and logistics to ensure alignment and a seamless customer journey.
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 Qualifications &amp; Training
 
 
 
 
 
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 Bachelor's degree in a related field
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 Experience
 
 
 
 
 
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 5 to 7 years of experience in managing a call centre
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 Knowledge
 
 
 
 
 
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 Knowledge of customer service
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 Skills
 
 
 
 
 
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 Excellent communication and interpersonal skills.
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 Advance Excel &amp; Power Point skills
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Manager, Customer Happiness Centre

Join Mai Dubai™ Bottled Drinking Water and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Mai Dubai™ Bottled Drinking Water

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Manager, Customer Happiness Centre