Customer Experience Manager

Customer Experience Manager

OVO Fashion Trading LLC
Dubai, United Arab Emirates

About Us

OVO LUXURY SIGNATURE is a premium fashion brand based in Dubai specializing in luxury clothing and bespoke fashion services. We are looking for a Customer Experience Manager to lead all customer communications, drive sales conversions, and deliver exceptional service across all channels.

Job Description

We are seeking a highly skilled and tech-savvy Customer Experience Manager to take full ownership of customer interactions across WhatsApp, phone calls, and social media. You will be responsible for answering calls, managing inquiries, converting leads into sales, resolving issues, and automating workflows using AI tools to enhance efficiency and customer satisfaction.

Responsibilities

Customer Communication:

• Answer all incoming phone calls professionally
• Respond to customer inquiries via WhatsApp and social media
• Handle product inquiries, pricing, availability, and order status
• Provide personalized product recommendations and styling advice
• Build and maintain strong customer relationships

Sales and Leads:

• Generate, qualify, and convert sales leads
• Follow up on potential customers and close sales
• Track lead sources and conversion rates

Issue Resolution:

• Resolve customer complaints and issues professionally
• Escalate complex issues to management
• Track and follow up on all pending customer requests

Coordination:

• Coordinate with Sales, Production, and Logistics teams for updates
• Communicate delivery timelines and order status to customers
• Maintain and update CRM system daily

Social Media Management:

• Manage comments and direct messages on Instagram, Facebook, and TikTok
• Respond to customer reviews and feedback

Workflow Automation:

• Automate repetitive tasks using AI tools
• Set up and manage AI chatbots for WhatsApp and social media
• Create automated responses for common inquiries
• Build automated follow-up sequences for leads
• Streamline customer service workflows for efficiency
• Implement systems to reduce response time
• Continuously improve automation processes

Reporting:

• Submit daily report including inquiries, leads, issues, and pending items

Daily Reporting

• Total calls answered
• Total inquiries received (WhatsApp, phone, social media)
• Leads generated and conversion status
• Issues resolved and pending
• Customer complaints and escalations
• Response time performance
• Automation performance metrics

Requirements

• Minimum 3 years experience in customer service or customer experience (Required)
• Fluent in Arabic and English (Required)
• Additional languages are a strong advantage (French, Hindi, Urdu, Russian, etc.)
• Experience in fashion, retail, or luxury industry (Required)
• Strong knowledge of AI tools (ChatGPT, AI chatbots, automation tools) (Required)
• Experience in workflow automation and process improvement (Required)
• Excellent verbal and written communication skills
• Professional phone manner and confident in handling calls
• Strong knowledge of social media platforms (Instagram, Facebook, TikTok)
• Experience with WhatsApp Business and CRM systems
• Strong negotiation and sales skills
• Problem-solving skills and ability to handle difficult customers
• Ability to multitask and work in a fast-paced environment
• Tech-savvy and quick learner
• Knowledge of fashion, trends, and styling
• Leadership qualities and self-motivated

Only candidates with proven experience and strong communication skills will be considered.

How to Apply

Email: careers@ovo.ae
WhatsApp: 058 888 8864

Job Type: Full-time