Customer Service Manager - XCITE Electronics
Alghanim Industries
Maintain the highest standard of customer service by functionally managing the retail call center, customer service desks in showrooms, and customer service desk at the service center, ensuring a positive and consistent customer experience across all touch points and seamless coordination with all relevant functions (e.g. delivery and installation, service center, showrooms, finance) to meet all customer need
• Provide day to day functional management of the retail call center, customer service desks in showrooms, and customer service desk at the service center.
• Develop and continuously enhance customer service policies and procedures across all customer touch points
• Establish and ensure a consistent customer experience across all customer service touch points and maximize customer satisfaction and swift complaint resolution
• Define expectations for service teams regarding service level goals, individuals and team performance goals, quality assurance targets and productivity levels
• Establishing customer service performance metrics; monitor and analyze results; and take corrective action when required
• Define SLAs with all relevant functions and maximize SLA achievement
• Establish effective escalation criteria and procedures and ensure proper implementation
• Define system requirements and oversee implementation for optimal customer service including enquiry/complaint logging, communications with other functions, communication with customer, and resolution mechanisms
• Develop effective tracking and reporting mechanisms for customer enquiries and complaints across all customer service touch points including optimal categorization of customer interactions/complaints.
• Enhance and solidify coordination with all relevant functions (e.g. delivery and installation, service center, showrooms, finance) to address all complaints, meet all customer needs and enhance service delivery.
• Develop and continuously review training material for all customer service agents, supervisors, and managers and ensure effective induction and training sessions are performed.
• Review and evaluate performance, address performance gaps and take corrective action, as needed to ensure team-members are delivering on operational goals.
• Oversee the development of individual and team performance improvement goals aimed at supporting achievement of company objectives.
• Coach, counsel and provide performance evaluations for the team.
Skills
• Bachelor’s Degree in a related field
• 5-7 years of experience in Retail Customer Service with service and delivery components’
• Proven ability as a strategic thinker
• Excellent analytical skills and project management skills are a must
• Experience in defining policies, procedures and system requirements
Company Profile
About Alghanim Industries
Alghanim Industries is one of the largest, privately-owned companies in the Gulf region. Originally founded in 1932 by Yusuf Ahmed Alghanim in Kuwait, the company has since grown into a multi-billion dollar conglomerate, employing over 14,000 people in 30 businesses, and present in 40 countries across the Middle East, Eastern Europe and Asia.
Alghanim Industries is a market leader in almost every major sector of its operations. These sectors include engineering, retail, automotive sales and service, insulation and pre-engineered steel building structures, logistics and warehousing, fast moving consumer goods, food & beverage, oil & gas, office automation, advertising, insurance, consumer credit and travel. This range of business activities has allowed it to develop long-standing relationships with more than 300 global brands, including household names such as AC Delco, American Express, Avis, British Airways, British Petroleum, Cathay Pacific, Daewoo, General Motors, Honda, Saint-Gobain, Toshiba and Whirlpool. Alghanim Industries has also created successful regional businesses such X-cite by Alghanim Electronics, a leading electronics player in the region, and Safat Home, a lifestyle and home furniture concept. Recently, the company entered the Food & Beverage market, acquiring the rights to Costa Coffee in Kuwait in 2013, and the rights to Wendy’s for the MENA region in 2015.
Click on THIS link to apply.
Alghanim Industries
Maintain the highest standard of customer service by functionally managing the retail call center, customer service desks in showrooms, and customer service desk at the service center, ensuring a positive and consistent customer experience across all touch points and seamless coordination with all relevant functions (e.g. delivery and installation, service center, showrooms, finance) to meet all customer need
• Provide day to day functional management of the retail call center, customer service desks in showrooms, and customer service desk at the service center.
• Develop and continuously enhance customer service policies and procedures across all customer touch points
• Establish and ensure a consistent customer experience across all customer service touch points and maximize customer satisfaction and swift complaint resolution
• Define expectations for service teams regarding service level goals, individuals and team performance goals, quality assurance targets and productivity levels
• Establishing customer service performance metrics; monitor and analyze results; and take corrective action when required
• Define SLAs with all relevant functions and maximize SLA achievement
• Establish effective escalation criteria and procedures and ensure proper implementation
• Define system requirements and oversee implementation for optimal customer service including enquiry/complaint logging, communications with other functions, communication with customer, and resolution mechanisms
• Develop effective tracking and reporting mechanisms for customer enquiries and complaints across all customer service touch points including optimal categorization of customer interactions/complaints.
• Enhance and solidify coordination with all relevant functions (e.g. delivery and installation, service center, showrooms, finance) to address all complaints, meet all customer needs and enhance service delivery.
• Develop and continuously review training material for all customer service agents, supervisors, and managers and ensure effective induction and training sessions are performed.
• Review and evaluate performance, address performance gaps and take corrective action, as needed to ensure team-members are delivering on operational goals.
• Oversee the development of individual and team performance improvement goals aimed at supporting achievement of company objectives.
• Coach, counsel and provide performance evaluations for the team.
Skills
• Bachelor’s Degree in a related field
• 5-7 years of experience in Retail Customer Service with service and delivery components’
• Proven ability as a strategic thinker
• Excellent analytical skills and project management skills are a must
• Experience in defining policies, procedures and system requirements
Company Profile
About Alghanim Industries
Alghanim Industries is one of the largest, privately-owned companies in the Gulf region. Originally founded in 1932 by Yusuf Ahmed Alghanim in Kuwait, the company has since grown into a multi-billion dollar conglomerate, employing over 14,000 people in 30 businesses, and present in 40 countries across the Middle East, Eastern Europe and Asia.
Alghanim Industries is a market leader in almost every major sector of its operations. These sectors include engineering, retail, automotive sales and service, insulation and pre-engineered steel building structures, logistics and warehousing, fast moving consumer goods, food & beverage, oil & gas, office automation, advertising, insurance, consumer credit and travel. This range of business activities has allowed it to develop long-standing relationships with more than 300 global brands, including household names such as AC Delco, American Express, Avis, British Airways, British Petroleum, Cathay Pacific, Daewoo, General Motors, Honda, Saint-Gobain, Toshiba and Whirlpool. Alghanim Industries has also created successful regional businesses such X-cite by Alghanim Electronics, a leading electronics player in the region, and Safat Home, a lifestyle and home furniture concept. Recently, the company entered the Food & Beverage market, acquiring the rights to Costa Coffee in Kuwait in 2013, and the rights to Wendy’s for the MENA region in 2015.
Click on THIS link to apply.
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