Customer Service Manager Azadea

Customer Service Manager Azadea

The Customer Service Manager is responsible for managing the department by ensuring effective delivery of customer services and timely handling of inquiries and complaints, in order to maintain and

increase customer satisfaction and retention.

Key Accountabilities
  • Evaluate the quality of service delivered by the department in coordination with internal and external customers, adjust the servicing approach accordingly
  • Verify that the team follows established procedures for each service request (including logging, processing and progress chasing inquiries, adhering to agreed Key Performance Indicators) in order to maximize customer satisfaction
  • Generate, analyze and communicate mystery shopper reports to concerned parties; discuss outcome, and areas for improvement, and set an action plan accordingly
  • Investigate and solve customers’ problems and complaints and any major incident in a timely and effective manner
  • Develop and implement tools and systems to ensure the most effective use of new technology and opportunities in customer service, in addition to conducting market research to better define customers’ needs
  • Review daily statistics and data received from the Finance Department regarding operational efficiency and quality of service, communicate them to the team, and take appropriate improvement actions
  • Coordinate with the Marketing Department all marketing related activities, and verify that marketing tasks within the shop are properly performed and completed
  • Train, develop, supervise and support the team in the delivery of front line customer service in order to ensure effective and timely handling of customers’ inquiries, requests and complaints
  • Specific for Multimedia: Enforce up-selling and cross-selling in order to maximize sales volume and ensure set daily and hourly targets are reached
Qualifications, Experience, Knowledge

Bachelor’s Degree

Specific for Multimedia: 2-3 years of experience in the retail industry

Fluency in English, Arabic;

Proficiency in MS Office


Communication Skills – 3

Customer Focus – 4

Self Confidence – 3

Teamwork – 3

Commercial Understanding – 3

Initiative – 3

Analytical Thinking – 3


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