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Customer Service Excellence Director, Qatar
Linum ConsultQatar19 منذ أيام
الوصف الوظيفيBachelor’s degree in Business Administration, Engineering, Science, or similar field, ideally with an MBA or master’s qualification in a related subject 15 years’ experience in managing a customer services department in an organisation, preferably within the real estate industry Customer service centric mindset, with demonstrable experience in customer life cycle management, customer interaction and experience Technical knowledge of CRM systems Good knowledge of Qatari culture, with a strong background of working in the country Excellent communication skills in spoken and written English
Linum Consult’s client is a major organisation in Qatar. They are currently seeking a Customer Service Excellence Director to join lead their Customer Service department in Doha.
RESPONSIBILITIES
- Ensuring exceptional customer service delivery, implementing innovative strategies to enhance customers’ satisfaction, and achieving measurable KPIs in accordance with company goals
- Managing client satisfaction, overseeing customer interactions, and ensuring a high-quality, post-purchase experience
- Defining and implementing customer service standards aligned with industry benchmarks to ensure the seamless and consistent customer experience across all touchpoints
- Developing advanced KPI dashboards to monitor real-time metrics on customer satisfaction, response times, resolution rates, and identifying any actionable insights for continuous improvement
- Establishing an automated complaints resolution framework to track, analyse, and resolve issues efficiently to reduce customer attrition and enhance loyalty
- Recommending an optimum organisation structure for the Customer Service Excellence Department, in coordination with the HR Department, that aligns departmental goals with corporate objectives to optimise resource utilisation
PROFILE
إنشاء تنبيه وظيفي لهذا البحث
Qatar • Qatar