Customer Care Operations Manager

Job Reference: 31711-Customer Care Operations Manager
Company: RecruitArab - recruiter
Industry: Energy
Job Title: Customer Care Operations Manager

Location: Dubai, UAE

Job Type: Full-time

Closing Date: 2024-09-20

Email for Applications: apply@emiratesrecruiter.com

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Job Description:

We are seeking a highly motivated and experienced Customer Care Operations Manager to lead our customer service initiatives within the energy sector in Dubai. This is a pivotal role that demands a strategic thinker with a customer-centric approach, exceptional leadership skills, and a deep understanding of operational excellence in the energy industry.

Key Responsibilities:

1. Leadership & Team Management:
- Lead, mentor, and develop a diverse team of customer service representatives and support staff to deliver exceptional service.
- Establish performance metrics and KPIs to monitor team effectiveness and drive continuous improvement.

2. Operational Excellence:
- Oversee the daily operations of the customer care department, ensuring efficient processes and high-quality service delivery to clients in the energy sector.
- Implement best practices and standard operating procedures to enhance productivity and customer satisfaction.

3. Customer Engagement:
- Develop and maintain strong relationships with customers to understand their needs and expectations, ensuring their concerns are promptly addressed.
- Act as a point of escalation for complex customer issues, providing timely resolutions and ensuring customer satisfaction.

4. Strategic Planning:
- Collaborate with senior management to develop and implement customer service strategies aligned with the company’s objectives.
- Analyze customer feedback and operational data to identify trends and areas for improvement, leading initiatives to enhance the overall customer experience.

5. Training & Development:
- Design and implement training programs for customer care staff to ensure they are knowledgeable about products, services, and customer service best practices.
- Foster a culture of continuous learning and development within the team.

6. Reporting & Analysis:
- Prepare regular reports on customer service performance, including metrics on response times, customer satisfaction scores, and resolution rates.
- Use data analytics to drive decision-making and inform strategic initiatives.

7. Collaboration:
- Work closely with other departments such as sales, technical support, and marketing to ensure a seamless customer experience across all touchpoints.
- Participate in cross-functional projects that enhance operational efficiency and customer engagement.

Qualifications:

- Bachelor’s degree in Business Administration, Operations Management, or a related field. A Master’s degree is a plus.
- Minimum of 5 years of experience in customer service operations management, preferably within the energy sector.
- Proven track record of managing high-performing teams and driving customer satisfaction improvements.
- Strong analytical and problem-solving skills with a data-driven approach to decision-making.
- Excellent communication and interpersonal skills, capable of building relationships with customers and stakeholders.
- Proficiency in customer service software and CRM systems.
- Knowledge of the energy industry, including regulatory frameworks and customer service expectations.

What We Offer:

- Competitive salary and performance-based bonuses.
- Comprehensive benefits package, including health insurance and retirement plans.
- Opportunities for professional growth and advancement within the company.
- A dynamic and inclusive work environment that values innovation and collaboration.

If you are passionate about delivering outstanding customer service and have the skills and experience to excel in this role, we invite you to apply.

To apply, please send your resume and cover letter to: apply@emiratesrecruiter.com

We look forward to welcoming a new member to our team who shares our commitment to excellence in customer care within the energy sector.


Please inculde this job reference [31711-Customer Care Operations Manager] in the email when you send your application.

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