Senior Customer Service Manager

Job Reference: 31094-Senior customer service manager
Company: RecruitArab - recruiter
Industry: Financial Services
Job Title: Senior Customer Service Manager

Location: Sharjah, UAE

Job Type: Full-Time

Industry: Financial Services

Closing Date: 2024-09-13

Email for Applications: apply@emiratesrecruiter.com

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Job Summary:

We are seeking an experienced and dynamic Senior Customer Service Manager to lead and enhance our customer service operations within the financial services sector in Sharjah. The ideal candidate will possess a strong background in customer service management, with a proven track record of developing high-performing teams and delivering exceptional service to clients. This role requires strategic vision, outstanding leadership skills, and a deep understanding of financial products and services.

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Key Responsibilities:

- Team Leadership: Manage and mentor a team of customer service representatives, fostering a culture of excellence, accountability, and continuous improvement. Conduct regular performance reviews and provide ongoing training and development opportunities.

- Customer Experience Strategy: Develop and implement customer service strategies that align with the company's goals and enhance the overall customer experience. Analyze customer feedback and service metrics to identify areas for improvement.

- Operational Excellence: Oversee daily operations of the customer service department, ensuring that all service delivery processes are efficient, effective, and compliant with industry regulations and standards.

- Client Relationship Management: Build and maintain strong relationships with clients, addressing their needs and concerns promptly. Collaborate with other departments to resolve complex issues and provide tailored solutions.

- Performance Metrics: Establish key performance indicators (KPIs) to measure the effectiveness of customer service initiatives. Regularly review performance data and implement strategies to achieve service excellence and meet company objectives.

- Training and Development: Design and implement training programs that equip team members with the necessary skills and knowledge to provide top-notch service. Encourage a culture of learning and professional growth within the team.

- Policy Development: Contribute to the creation and implementation of customer service policies and procedures that promote best practices and ensure compliance with regulatory requirements.

- Stakeholder Engagement: Collaborate with senior management and other departments to align customer service goals with business objectives. Participate in strategic planning sessions and contribute insights based on customer feedback and market trends.

- Crisis Management: Lead the response to customer service crises, ensuring effective communication and resolution strategies are in place. Implement preventive measures to minimize the risk of future issues.

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Qualifications:

- Bachelor’s degree in Business Administration, Finance, or a related field; a Master’s degree is a plus.
- Minimum of 5 years of experience in customer service management, preferably within the financial services industry.
- Strong understanding of financial products and services, as well as regulatory requirements governing customer interactions.
- Proven leadership skills with the ability to inspire and motivate a diverse team.
- Excellent communication and interpersonal skills, with a customer-centric mindset.
- Strong analytical and problem-solving abilities, with a focus on data-driven decision making.
- Proficient in customer service software and tools, CRM systems, and Microsoft Office Suite.

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Why Join Us?

This is an exciting opportunity to join a forward-thinking financial services company that values innovation and excellence in customer service. We offer a competitive salary and benefits package, along with opportunities for professional development and career advancement.

If you are passionate about delivering exceptional customer service and have the experience and skills necessary to lead a high-performing team, we encourage you to apply.

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Application Process:

Interested candidates are invited to submit their CV and a cover letter outlining their qualifications and experience to apply@emiratesrecruiter.com by the closing date of 2024-09-13.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.


Please inculde this job reference [31094-Senior customer service manager] in the email when you send your application.

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