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customer relationship and communication manager

customer service training manager

Trading & Construction Group

Position Overview:The Customer Service Training Manager is responsible for developing, implementing, and overseeing training programs that equip customer service representatives with the knowledge and skills to deliver exceptional service. This role combines instructional design, leadership, and performance management to drive customer satisfaction and operational excellence.Key Responsibilities:<ul><li>Training Program Development</li><li>Design and implement onboarding and continuous training programs for customer service teams.</li><li>Create training materials including manuals, e-learning modules, videos, and workshops.</li><li>Update training content based on product updates, policy changes, or customer feedback.</li><li>Training Delivery &amp; Facilitation</li><li>Conduct in-person and virtual training sessions for new hires and existing staff.</li><li>Partner with team leads to identify performance gaps and provide targeted training interventions.</li><li>Performance &amp; Quality Monitoring</li><li>Monitor service quality metrics and collaborate with QA teams to improve agent performance.</li><li>Develop assessments, quizzes, and evaluations to measure training effectiveness.</li><li>Team Management</li><li>Lead and mentor a team of trainers and instructional designers (if applicable).</li><li>Coordinate training schedules and manage training resources.</li><li>Cross-Functional Collaboration</li><li>Work closely with Product, Operations, and HR to ensure training is aligned with business needs.</li><li>Provide input into customer service policies, scripts, and escalation procedures.</li><li>Reporting &amp; Analysis</li><li>Analyze training ROI and make data-driven recommendations for improvements.</li><li>Report on training outcomes, agent performance improvements, and feedback trends.</li></ul>Qualifications:<ul><li>Bachelor&rsquo;s degree in Education, Human Resources, Business Administration, or a related field.</li><li>5+ years in customer service, with at least 2&ndash;3 years in a training or managerial capacity.</li><li>Experience with Learning Management Systems (LMS) and instructional design tools.</li><li>Strong presentation, coaching, and interpersonal skills.</li><li>Knowledge of customer service software (e.g., Zendesk, Salesforce Service Cloud) is a plus.</li><li>Certification in training or instructional design (e.g., CPTM, ATD) is preferred.</li></ul>Key Skills:<ul><li>Leadership and team development</li><li>Instructional design and training delivery</li><li>Excellent communication and presentation abilities</li><li>Analytical thinking and performance evaluation</li><li>Project management</li></ul>Working Conditions:<ul><li>Office environment with occasional travel for multi-site training (if applicable)</li><li>Flexibility to accommodate training sessions across different time zones (for global teams)</li></ul>Job Type: Full-time

Customer Service Training manager

Centro Hotels by Rotana

<div>
 
 Job Description
 
 
 
 We&rsquo;re currently seeking for passionate and dynamic guest focused Learning and Development professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.
 
 
 As an Assistant Learning &amp; Development Manager you are responsible for assisting the Human Resources Department in managing the hotel&rsquo;s training function in order to promote the desired work culture. The role involves developing and conducting training courses as well as facilitating training workshops based on operational requirements and will include key responsibilities such as-
 
 
 <ul>
 <li>
 Analyze Colleague Development needs in the hotel and prioritize such needs for the Cluster Assistant Human Resources Manager to review
 </li>
 <li>
 Deliver a variety of professional quality training and development programs and evaluate the effectiveness of training delivery by supervisors
 </li>
 <li>
 Consult with the Cluster Assistant Human Resources Manager for the co-ordination of Colleague Development courses
 </li>
 <li>
 Assist in conducting a &lsquo;Colleague Development Needs&rsquo; analysis and prepare an Annual Learning &amp; Development Plan and budget accordingly
 </li>
 <li>
 Ensure the maintenance of Learning &amp; Development aids, order Learning &amp; Development materials and stationery as required for the Learning &amp; Development office and Colleague Development courses
 </li>
 <li>
 Assist in the selection of Departmental Trainers, then assist in training and developing them through ongoing workshops and monthly meetings
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 
 Education, Qualifications &amp; Experiences
 
 
 
 You should have three years supervisory experience in a professional training environment with expertise in instructional methods and training techniques, preferable including needs analysis, learning theory, group and individual training techniques, as well as training evaluation. You must have a good working knowledge of computers along with excellent communication and presentation skills.
 
 
 
 Knowledge &amp; Competencies
 
 
 
 The ideal candidate will be passionate about training and developing others with the ability to conduct and follow structured training programs in a charismatic and enthusiastic way. You enjoy working with all level of colleagues in a diverse environment, portray good customer service, interpersonal, team building and conflict resolution skills and posses following competencies-
 
 
 Understanding the Business
 
 
 Influencing Outcomes
 
 
 Planning for Business
 
 
 Team Building
 
 
 Valuing Diversity
 
 
 Leading People
 
 
 Adaptability
 
 
 Drive for Results
 
 
 Customer Focus
 
 
 Managing Operation
</div>

Assistant Learning & Development Manager

Ajwan Group

**Fastfood/Fried Chicken Experience is Mandatory**Key Responsibilities:Operational Leadership:<ul><li>Lead, manage, and supervise all restaurant operations to ensure compliance with company policies, procedures, and quality standards.</li><li>Foster a culture of excellence by setting clear expectations, motivating the team, and maintaining a positive work environment.</li><li>Collaborate with various departments to ensure seamless coordination and efficient workflow.</li></ul>Staff Management:<ul><li>Recruit, train, and develop restaurant staff, ensuring they are equipped to provide exceptional customer service.</li><li>Schedule and manage employee shifts, optimizing labor costs while meeting operational demands.</li><li>Provide coaching, performance feedback, and career development opportunities.</li></ul>Guest Satisfaction:<ul><li>Create an inviting and welcoming environment for guests, ensuring a memorable dining experience.</li><li>Address customer inquiries, concerns, and feedback with professionalism, resolving issues to enhance guest satisfaction.</li><li>Monitor guest reviews and take proactive steps to improve service quality.</li></ul>Quality Assurance:<ul><li>Oversee food quality, presentation, and service standards to ensure consistent excellence.</li><li>Maintain cleanliness and adherence to health and safety regulations, conducting routine inspections.</li></ul>Financial Management:<ul><li>Monitor sales, revenue, and expenses to achieve targeted profitability.</li><li>Develop and execute strategies to enhance revenue generation while managing costs effectively.</li><li>Prepare financial reports and budgets, analyzing variances and implementing corrective measures.</li></ul>Inventory and Supply Management:<ul><li>Manage inventory levels, monitor stock, and place orders to ensure adequate supplies while minimizing wastage.</li><li>Collaborate with the kitchen team to optimize inventory turnover and accurate food preparation.</li></ul>Training and Development:<ul><li>Provide ongoing training to staff on service protocols, food safety, and quality standards.</li><li>Identify training needs and promote professional growth opportunities for team members.</li></ul>Marketing and Promotions:<ul><li>Collaborate with marketing teams to implement promotions, events, and campaigns to drive customer engagement.</li><li>Enhance the restaurant's reputation and visibility within the local community.</li></ul>Problem Solving:<ul><li>Address operational challenges, customer issues, and staff concerns with timely and effective solutions.</li><li>Implement strategies to mitigate potential problems and ensure smooth operations.</li></ul>Qualifications and Requirements:<ul><li>Previous experience in a managerial role within the food service industry is essential. Strong leadership skills with the ability to inspire and lead a diverse team.</li><li>Exceptional customer service orientation and interpersonal skills. Effective communication and conflict-resolution abilities.</li><li>Strong analytical skills and strategic thinking.</li><li>Proficiency in financial management, budgeting, and cost control.</li><li>Understanding of health and safety regulations and hygiene practices. Flexibility to work varying shifts, weekends, and holidays as needed.</li></ul>Reporting Structure:The Restaurant Manager reports directly to the Assistant Area Manager or Area Manager. This role is central to the success of outlet, driving operational excellence, guest satisfaction, and overall performance. Effective collaboration with the broader team and alignment with the company's vision are crucial to achieving success in this roleJob Types: Full-time, PermanentApplication Question(s):<ul><li>Do you have previous Experience in KFC/Texas Chicken/ McDonalds?</li></ul>

Restaurant Manager – Fast Food Restaurant (F&B Sector)

STFS GROUP

Job Summary:The Restaurant Manager is responsible for overseeing the daily operations of the QSR outlet, ensuring excellent customer service, maintaining high standards of food quality, hygiene, and team performance. The role focuses on achieving sales targets, controlling costs, and ensuring smooth and efficient restaurant operations.Key Responsibilities:1. Operations Management<ul><li>Oversee day-to-day restaurant operations to ensure service excellence and operational efficiency.</li><li>Ensure compliance with company standards for food quality, preparation, hygiene, and presentation.</li><li>Manage inventory, ordering, and stock levels to avoid shortages or wastage.</li><li>Supervise food safety and hygiene practices as per local health regulations.</li></ul>2. Staff Management &amp; Training<ul><li>Supervise, train, and motivate restaurant team members (service crew, kitchen staff, and cashiers).</li><li>Prepare staff schedules and ensure adequate manpower during peak hours.</li><li>Conduct regular performance evaluations and identify training needs.</li><li>Maintain discipline and promote a positive work culture.</li></ul>3. Customer Service &amp; Satisfaction<ul><li>Ensure every guest receives prompt and courteous service.</li><li>Handle customer feedback and complaints professionally and effectively.</li><li>Maintain cleanliness and ambiance of the dining and service areas.</li></ul>4. Sales &amp; Financial Performance<ul><li>Achieve sales and profitability targets as set by management.</li><li>Analyze daily sales, food cost, and labor cost reports and take corrective actions as needed.</li><li>Implement upselling and promotional activities to drive revenue.</li><li>Control expenses and reduce operational wastage.</li></ul>5. Compliance &amp; Reporting<ul><li>Ensure adherence to company policies, QHSE standards, and local authority regulations.</li><li>Maintain accurate records of sales, petty cash, staff attendance, and daily reports.</li><li>Coordinate with Area Manager on operational and financial performance updates.</li></ul>6. Equipment &amp; Maintenance<ul><li>Ensure restaurant equipment and facilities are in proper working condition.</li><li>Coordinate with maintenance teams for timely repairs and servicing.</li></ul>Qualifications &amp; Experience:<ul><li>Bachelor&rsquo;s Degree or Diploma in Hospitality / Business Management or related field.</li><li>Minimum 3&ndash;5 years of experience in QSR / fast food / casual dining industry, including at least 2 years in a supervisory or managerial role.</li><li>Strong leadership, organizational, and customer service skills.</li><li>Knowledge of POS systems, inventory control, and basic accounting principles.</li><li>Familiarity with food safety and hygiene standards (e.g., FHC or equivalent certification).</li></ul>Job Type: Full-timePay: Up to QAR5,000.00 per month

Restaurant Manager

Job Title: Service Crew &ndash; QSRDepartment: Operations Reports To: Restaurant Supervisor / Store ManagerJob Purpose:To provide excellent customer service, ensure smooth restaurant operations, maintain cleanliness and hygiene standards, and support kitchen and front-of-house activities to deliver a great guest experience.Key Responsibilities:Customer Service:<ul><li>Greet customers in a friendly and professional manner.</li><li>Take accurate food and beverage orders using POS system.</li><li>Serve food and beverages promptly and ensure customer satisfaction.</li><li>Handle customer inquiries, feedback, or complaints courteously and report issues to the supervisor.</li></ul>Operations:<ul><li>Assist in food preparation, assembling orders, and ensuring product quality as per company standards.</li><li>Maintain stock levels at the counter and communicate shortages promptly.</li><li>Support kitchen or delivery staff when required to ensure smooth flow of operations.</li><li>Follow standard operating procedures (SOPs) for service and product handling.</li></ul>Hygiene &amp; Safety:<ul><li>Maintain cleanliness of workstations, counters, dining area, and restrooms.</li><li>Adhere to food safety and hygiene guidelines (FHC/ISO standards if applicable).</li><li>Ensure all equipment is clean, sanitized, and in proper working condition.</li></ul>Teamwork &amp; Company Values:<ul><li>Work collaboratively with team members and management to achieve sales and service targets.</li><li>Uphold company image and maintain a professional appearance at all times.</li><li>Participate in regular training programs and performance evaluations.</li></ul>Job Type: Full-time

Service Crew, Cashier, Waiter - QSR

Sephora

<div>Job ID: 197205 
Location Name: [[filter8]] 
Address: [[filter11]], [[filter10]], [[filter9]] [[postalcode]], Qatar (QA) 
Job Type: Full Time 
Position Type (Regular/Temporary): Regular 
Job Function: [[filter14]] 
Is This Position Eligible for Remote? : [[req_remoteeligible]] 
MISSION: To ensure the delivery of exceptional operational and commercial standards throughout the store, with focus on providing an elevated customer experience. The Store Director needs to ensure compliance in all areas of operational activity and drive sales and profitability through the performance and development of the Management team, whilst managing within agreed budgets. 
Responsibilities
Client Experience<ul><li>Embody Sephora Attitude and set an example in front of the team.</li><li>Provide support to the team in difficult situations ensuring client&rsquo;s satisfaction.
</li><li>Provide extensive coaching and training to assist the team in meeting all commercial and operational KPI&rsquo;s.</li><li>Take over floor leadership segments and ensure the floor is always managed and covered.</li><li>Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.</li><li>Use suitable tools (Love Meter and CEE) for analyzing overall satisfaction and propose action plans to enhance the customer experience.</li><li>Inspire the team to use digital tools to deliver a customized service.</li><li>Work in partnership with the Training Department and coach the team to offer our Beauty Services to maximize client satisfaction.</li><li>Embolden team to use digital (Happy App) to deliver a customized service; responsible for daily follow up
</li><li>Build a strong relationship with Brand Supervisors and follow up on Brand BCs.</li><li>Lead your Management team to create a positive and energetic shopping experience to enable achievements in all commercial KPI&rsquo;s.
</li><li>Provide support for the head of operations in analyzing results and proposing action plans in order to enhance client experience and drive all related KPI&rsquo;s.</li><li>Provide support for the management team by maintaining and enforcing quality customer service and resolving customer service complaints.</li></ul> 
Sales
<ul><li>Implement retail priorities and inspire commercial success.</li><li>Lead the management team to create a positive and exciting work environment through effective floor management while ensuring that targets are met.</li><li>Inspire your Services Manager to create a playful and educational experience while ensuring services targets are met.</li><li>Reinforce sales policies and techniques established at the Sephora University with all team members.</li><li>Balance and drive the sales target among selective, exclusive and Sephora Collection.</li><li>Provide support for the Store Head of Operations in analyzing sales results and proposing action plans to achieve set target.</li><li>Create disruptive internal competitions to motivate the team and boost the achievements.</li></ul> 
Operations<ul><li>Optimize and oversee operations with the Operations Manager to ensure efficiency and that the store is compliant with company policies and operational guideline.</li><li>Inspire the management team to enforce the policies and procedures referring to products, testers, prices, merchandising and other partners (Brands, helpers, security).</li><li>In collaboration with the operation manager the stores projection of an excellent image through cleanliness and product restocking.</li><li>Together with the Category Managers, encourage the team to apply and follow established policies and procedures regarding store operations.
</li><li>Accurately monitor stock availability and report low stock to the Operation Manager to avoid OOS situations.</li><li>Work with the Operations Manager to ensure that VM, merchandising quality, animation and marketing standards are met.
</li><li>Provide Support to the relevant head office department in providing feedback and analyzing data on all operational aspects.</li></ul> 
Business<ul><li>Provide support to the Head of Retail with knowledge of the market conditions, competition, client needs, etc.</li><li>Provides leadership and management to the store organization that mirrors the vision and strategic direction of Sephora.
</li><li>Establish monthly reports including competitors' activities.</li><li>Analyze all relevant KPIs and propose action plans for improvement and forecast future performance
</li></ul><div>- Develop and propose short- and long-term strategies to drive top and bottom line/brands sales.</div><ul><li>Proactively provide the HO and CATMAN with product recommendations and qualitative feedback based on local knowledge about the market and client needs.</li><li>Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training, monthly trends and operational knowledge.
</li><li>Propose Plan, implement and oversee in-store promotional events or displays.</li><li>Following trends and perform market visits and analyses to understand the local market and work to determine business growth opportunities.</li><li>With your team of Managers ensure all Contribute to the Business reports as required to form a comprehensive picture of the business.
</li><li>Network with other stores and head office departments and take on area responsibilities</li><li>Network and build relationships with the different departments in Sephora HO and take on area responsibilities.</li><li>Manage the store&rsquo;s P&amp;Ls.</li><li>Propose innovative ideas and opportunities to Head of Operations.</li></ul> 
People<ul><li>Motivate and develop the Management and store team through daily coaching / observations</li><li>Communicate and inspire the team on business strategy, vision and relevant information through animate briefings, coaching's and trainings.</li><li>Increase the team confidence and motivation by praise and feedback for their performance.</li><li>Identify, engage in recruiting and develop talents and secure succession plans in collaboration with the Head of Operations.</li><li>Ensure the team is attending training and follow up is done after the training is attended.</li><li>Ensure the team is using Axonify as E-learning tool; daily follow up on average training frequency for each team member.</li><li>Ensure an addictive beauty experience through performing monthly assessments.
</li><li>Facilitate team monthly meetings with the Customer Experience Manager and Operations Manager to analyze and discuss their performance.</li><li>Be accountable for the PCR and PIP process of the entire team and assist your managers where necessary.
</li><li>Over see the annual leave of the team according to business needs.</li></ul> 
Know How<ul><li>Project an exceptional image and body language in accordance with the guidelines set by Sephora.</li><li>Keep up-to-date on trends and products.</li><li>Inspire, mentor and coach the team.</li></ul> 
Relationships 
Internal Relationships<ul><li>Store team (Store Manager/Director, Supervisor, Beauty Consultants), Head of Retail and Head office teams.</li></ul> 
External Relationships<ul><li>Suppliers, Brand promoters/managers/trainers, Security, Cleaning team.</li></ul> 
Job Holder Profile<div> 
</div>Training Knowledge
<ul><li>Advanced Product Knowledge.</li><li>Intermediate knowledge on health and safety procedures.</li></ul> 
Experience<ul><li>Proven successful role in managing.</li><li>Minimum 7 to 8 years&rsquo; experience in store management.</li><li>Bachelor's degree.</li></ul> 
Languages<ul><li>English &ndash; advanced level for OGCC and intermediate for KSA.</li><li>Arabic is a plus in OGCC and mandatory for KSA.</li></ul> 
Competencies<ul><li>Digital orientation/analytical skills/business acumen.</li><li>Excellent communication skills.</li><li>Intermediate MS Office skills.</li><li>Ability to deal with Ambiguity.</li><li>Commercial &amp; Financial awareness.</li></ul>
.</div>

Store Director

Hamad International Airport

<div>
 
 
 
 About the role:
 
 
 
 <ul>
 <li>
 Hamad International Airport is seeking a highly skilled and organized individual to join our team as
 
 Manager Customer Service and Accessibility
 
 . If you thrive in a dynamic environment, possess excellent customer service experience, develop and implement customer service strategies, communication skills, and have a proven track record in fostering a culture of continuous improvement and inclusivity and, can help us to achieve this ambition by:
 </li>
 <li>
 Support MATAR customer experience strategic objectives to provide a continuous path of improvement for airports in the area of accessibility for passengers with disabilities.
 </li>
 <li>
 Develop and implement policies, programs and processes that demonstrate a continuous evolving strategy to measure, evaluate, and improve HIA accessibility management and culture
 </li>
 <li>
 Delivers customer-oriented metrics and analytics by evaluating available data and methods to select measurements, reports and metrics that provide clear and valuable insights about customer needs and satisfaction.
 </li>
 <li>
 Driving innovation in service delivery, leveraging technology to improve responsiveness and inclusivity
 </li>
 <li>
 Manages and takes end to end ownership of customer service strategy for MATAR Terminal Operations and develops and implements customer service policies, standards, and procedures to maintain or increase customer satisfaction.
 </li>
 <li>
 Support terminal operations shift leaders to monitor and manage the day-to-day delivery of customer service policies, standards, and procedures to maintain or increase customer satisfaction.
 </li>
 <li>
 Manage, control and monitor the training programs (customer service &amp; accessibility) for MATAR employees and stakeholders to ensure their skills and knowledge contribute to maintain and improve customer satisfaction.
 </li>
 <li>
 
 Qualifications
 
 </li>
 <li>
 
 About you:
 
 </li>
 <li>
 Relevant College or University qualification to min bachelor&rsquo;s level or equivalent
 </li>
 <li>
 Minimum 6 years of relevant experience
 </li>
 <li>
 Proven senior influencing and relationship management skills that demonstrate ability to balance and manage diverse stakeholder interest.
 </li>
 <li>
 Strategic thinker and change agent. Ability to challenge current practices and to generate support for/and drive through change.
 </li>
 <li>
 Strong people management, creates an empowering environment, encouraging individual ownership and initiative
 </li>
 <li>
 Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members.
 </li>
 </ul>
 
 
 
</div>

Manager Customer Service and Accessibility

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