Customer Care Operations Manager

Job Reference: 30570-Customer care operations manager
Company: RecruitArab - recruiter
Industry: Manufacturing
Job Title: Customer Care Operations Manager
Location: Dubai, UAE
Industry: Manufacturing
Closing Date: 2024-09-28
Application Email: apply@recruitarab.com

Job Description:

We are seeking a dynamic and experienced Customer Care Operations Manager to lead our customer service team in our manufacturing division based in Dubai. The ideal candidate will be responsible for overseeing the customer care operations, ensuring exceptional service delivery, and driving continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

Key Responsibilities:

- Leadership and Team Management:
- Supervise and mentor a team of customer care representatives, fostering a positive and collaborative work environment.
- Set performance goals and conduct regular performance reviews to ensure team members meet or exceed customer service standards.

- Operational Strategy:
- Develop and implement customer care strategies that align with the overall business objectives of the manufacturing division.
- Analyze customer feedback and operational data to identify trends and areas for improvement.

- Process Improvement:
- Design and optimize customer service processes to enhance efficiency and effectiveness.
- Lead initiatives aimed at reducing response times, improving resolution rates, and increasing customer satisfaction.

- Customer Engagement:
- Establish and maintain strong relationships with key customers and stakeholders, addressing any issues or concerns promptly.
- Collaborate with sales and production teams to ensure seamless communication and service delivery to clients.

- Reporting and Analysis:
- Monitor key performance indicators (KPIs) related to customer service operations and prepare detailed reports for senior management.
- Utilize data analytics to drive decision-making and identify opportunities for service enhancements.

- Training and Development:
- Conduct training sessions for customer care staff to ensure they are well-equipped to handle inquiries and complaints effectively.
- Stay updated on industry best practices and emerging trends in customer service and manufacturing.

- Cross-Department Collaboration:
- Work closely with various departments, including production, logistics, and quality assurance, to resolve customer issues and improve product offerings.
- Serve as the point of contact for escalated customer inquiries and complaints.

Qualifications:

- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- A minimum of 5 years of experience in customer care or operations management, preferably within the manufacturing sector.
- Proven track record of leading teams and managing customer service operations.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Excellent communication and interpersonal skills, with the ability to build relationships with customers and stakeholders.
- Proficiency in customer relationship management (CRM) software and Microsoft Office Suite.
- Ability to work in a fast-paced environment and manage multiple priorities.

What We Offer:

- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A collaborative and inclusive work culture.

If you are a proactive leader with a passion for customer service and a background in manufacturing, we invite you to apply for this exciting opportunity. Please submit your application to apply@recruitarab.com by 2024-09-28. We look forward to hearing from you!


Please inculde this job reference [30570-Customer care operations manager] in the email when you send your application.

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