Customer Service Manager | Emirati Talent

• Adhere to the Customer Care Department’s Standards for Excellence at all times.
• Deliver a consistently outstanding shopping experience across all customer touchpoints, including walk-ins, phone calls, and email interactions.
• Proactively identify opportunities to personalize each customer interaction wherever possible.
• Handle complex or challenging customer situations promptly, professionally, and with a solution-oriented mindset, turning negative experiences into positive outcomes.
• Drive sales performance by maximizing every customer interaction through strong product knowledge, cross-selling, and increasing units per transaction across all channels.

Stakeholder Collaboration

• Collaborate closely with store operations, People & Culture, IT, supply chain, and merchandising teams to identify and resolve customer pain points.
• Share actionable insights, trends, and performance reports with leadership to support data-driven decision-making and strategic initiatives.

Systems & Procedures

• Confidently utilize CRM and e-commerce systems to accurately document customer interactions, orders, and cases for all inbound and outbound contacts.
• Clearly communicate company policies to customers and ensure full compliance at all times.
• Demonstrate strong expertise in e-commerce tools and continuously identify ways to simplify processes for customer service representatives.
• Maintain strict adherence to data privacy, confidentiality, and information security policies.
• Ensure all internal processes, procedures, schedules, and forecasts set by management are consistently followed.
• Work cross-functionally to resolve issues related to orders, returns, and service disruptions, ensuring a seamless customer experience.

People Management

• Train, coach, and support team members to consistently deliver exceptional customer experiences.
• Support performance management activities by setting objectives, monitoring performance, providing constructive feedback, and sharing insights with senior management.
• Mentor team members to build a strong and sustainable talent pipeline for critical roles.
• Identify training needs and coordinate with the Human Capital team to ensure effective delivery of learning programs.
• Design and implement on-the-job training initiatives to continuously upskill the team.
• Contribute to the development of the annual manpower plan and ensure compliance with MAF Retail’s corporate policies and procedures.