Customer Care Manager- Dubai, UAE

  • Full-time

Company Description

Move One provides time-critical supply chain solutions in the areas of logistics, relocation and moving. Our strategically positioned international offices and partners deliver a door-to-door service unparalleled in the industry. Global experience and on the ground local expertise combined with technological innovation allows us to develop tailored products to meet the needs of our clients. Founded in 1992, Move One has grown aggressively through its pursuit of new markets and results-driven company culture. Head quartered in Dubai UAE, Move One is geographically positioned for further expansion in the logistics world.

Job Description

POSITION PURPOSE

Manage a team of Customer Care Consultants to deliver excellent customer service. monitor customer satisfaction and drive forward improvements and standards to our service in the Middle East including but not limited to UAE, Qatar, KSA, Kuwait and Central Asia.

RESPONSIBILITIES/DUTIES
Recruit, train and monitor the performance of new and existing Customer Care Consultants (CCC). Record training, review and retrain when required.
Monitor effectiveness of CCC’s by measuring against current metrics/SLA’s, develop new KPI’s where necessary, and ensure that expectations are set and met. Take appropriate action to ensure adherence.
Help facilitate the moving process and communication flow between the customer and internal departments, i.e. Surveyors, Quoting, Move Coordinators.
Review, monitor and report methods of customer contact (i.e. email address and flow, IP lines, Livezilla). Work with IT to improve our service quality.
Collect and summarise customer survey data and provide suggestions to improve the operations process.
Report on performance of surveyors through customer feedback gained directly after the survey.
Report on Quoting by measurement of accuracy, customer requirement and adherence to SLA’s.
Maintain complaints policy ensuring it is fit for both purpose and changing structure.
Train and support the CCC’s to handle complaints. Investigate / resolve escalated complaints. Additionally, record complaints to ensure the company is ISO compliant.
Produce and distribute monthly Customer Care Report results for all countries; focus on actual results and ways of increasing the return rate in order to increase the quality of the results. Explore other ways of obtaining the information i.e., Survey Monkey
Report complaints, trends, strengths, weaknesses and opportunities to Operations Manager (OM), Regional Manager (RM) and Product Manager (PM). Report weekly at the Customer Care feedback meeting.
Conduct competitor comparison exercises in all countries and report findings on pricing, scope of service and customer service to RM, PM, OM. To be conducted twice a year.
Regular team meetings to address updates, issues and creative thinking.
Assist in setting up customer care support in new Move One countries, working with the PM and RM to assist the local operation in delivering a service that is consistent throughout the region.
Any other duties as required.

Qualifications

Minimum of 3 years in a customer service role.
2 – 4 years supervisory experience or demonstrated leading role experience.
Preferred experience of personal international moving.
Ability to investigate customer issues in a thorough, accurate and timely way.
Ability to realize and meet customer expectations.
Excellent verbal and written communication skills in English.
Strong Word, Excel and PowerPoint competence.
Ability to communicate at all levels with employees and customers alike.

Additional Information

All your information will be kept confidential according to EEO guidelines.