HEAD OF CUSTOMER EXPERIENCE UAE DUBAI ( MUST BE in DUBAI RIGHT NOW)

Job Description

Job Description

Roles and Responsibilities

To manage and inspire the Customer Engagement Team and your peers in other departments to elevate the customer service across all channels, above and beyond accepted industry standards.

Reporting Operations Director

Responsibilities

To manage the processing and quality control of all orders, setting and managing the team to meet internal KPIs.

Maintain the highest levels of customer communication across all channels with a view to hitting 100% first call resolution

Manage the process for undelivered items aspiring to a 0% return rate

Constantly monitor and improve the returns and cancellations process with a view to ensuring that returns are picked up and processed within 48 hours

Collaborate with other departments (Content/Buying) to ensure that up to date customer feedback is being used to constantly enhance our service offering and customer service.

Set and aim to exceed industry standard service levels for call responses (80%)

Proactively seek ways to continuously enhance customer service levels through all call centre processes

Liaise with other departments to access and analyse Inbound and Outbound data with a view to ongoing performance improvement and to set, manage and drive stretch KPIs for customer service.

To create operational processes which enable the CEM to focus on strategic engagement with our customer base that will move the customer service beyond a reactive point of contact.

To Inspire, train, and motivate members of the Customer Engagement to constantly improve and develop both themselves and the customer service.

To evangelise across all teams, including the Senior Management Team, the value and importance of customer orientation.

Support and advise on the implementation of new processes and workflow through Warehouse and delivery operations to constantly ensure all supply chain processes are aligned with delivery of a superlative customer service.

To generate and
  • Experience

    6 - 12 Years

  • No. of Openings

    1

  • Education

    Any Bachelor Degree

  • Role

    Customer Care Executive

  • Industry Type

    Call Centre / BPO / KPO / ITES / LPO

  • Gender

    [ Male / Female ]

  • Type of Job

    Full Time

  • Work Location Type

    Work from Office

About Capital Placement Services

Capital Placement Services is a Gurgaon based Placement Consultancy that specializes in providing Placement Services, Manpower Recruitment, HR Consultancy, Placement Consultancy and Staffing Solutions. We have our own large computerized database of candidates across the various functional streams. We can do an exact search based on your requirements and come up with candidates who best meet your job description. We have a team of experienced professionals who do all the preliminary screening. We contact and interview candidates regarding their interest and suitability. Only after we are satisfied we send them for an interview to you. If necessary we also do an informal reference check of the candidate who are shortlisted.
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