Customer Enquiry Manager

Job Title: Customer Enquiry Manager

Location: Kuwait
Reports to: Senior Manager Customer Service

Role Purpose

The Customer Enquiry Manager is the key point of contact for managing and enhancing the customer experience. This role ensures that all customer inquiries are handled promptly, professionally, and with a focus on delivering exceptional service. The position requires a proactive leader who can drive process improvements, manage a team, and maintain high standards of customer satisfaction.

Key Responsibilities

• Lead and Manage the Enquiry Team: Oversee daily operations, coach and develop team members, and ensure service excellence.
• Customer Experience Champion: Ensure inquiries are resolved efficiently and empathetically, maintaining a positive brand image.
• Performance Monitoring: Track KPIs such as response time, resolution rate, and customer satisfaction scores; implement improvement plans where needed.
• Process Optimization: Identify gaps in enquiry handling processes and introduce innovative solutions to enhance efficiency and quality.
• Stakeholder Collaboration: Work closely with Sales, Operations, and Customer Service teams to ensure seamless communication and resolution of customer issues.
• Reporting & Insights: Prepare regular reports on enquiry trends, root causes, and customer feedback to inform strategic decisions.
• Compliance & Standards: Ensure adherence to company policies, service level agreements, and regulatory requirements.

What We’re Looking For

• Typically, a bachelor’s degree in business administration or equivalent.
• An experience of 3-5 years supervising or managing a call center and/or customer service environment. Preferably at a large organization.
• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• Customer-centric mindset with a passion for delivering outstanding service.
• Ability to analyze data and drive continuous improvement.
• Experience in customer service or enquiry management roles (preferably in logistics or related industries).

Why Join Us?

• Be part of a global leader in logistics with a strong reputation for innovation and customer focus.
• Opportunity to shape the customer experience strategy and make a real impact.
• Work in a dynamic, collaborative environment that values growth and development.
• Competitive salary, benefits, and career progression opportunities.