The Customer Service Assistant Manager is responsible for assisting the Operations Manager / Sr. Operations Manager in managing the day-to-day operations by ensuring all issues and bookings are being handled in the required timeframe and the adequate resources supporting the markets where WebBeds operates and provides services.
He/She will also be responsible to provide suggestions and assist in making sound decisions based on data driven facts to help the operations team improve their performance, processes, and delivery of key performance indicators. It is also a key role in helping attain efficiency and to optimize performance in order to be more effective in the day-to-day operations.
He/She will lead, coach, develop and mentor a team of Front-Liners and junior leaders (Supervisors/Team Leaders/Customer Service Agents) in the execution of their role in compliance with Company Policy and the Standard Operating Procedures ensuring the delivery of the highest quality of service.
He/She will Supervise the allocation of work to Customer Service Agents and ensure they carry out their duties in line with the SOPs and quality customer service in line with the company’s standards.
As a point of escalation, he/she will deal with the daily hotel and supplier queries received by Operations.
He/She will manage the Customer Service team ensuring that the department is running effectively to deliver business results through building supplier and customer relationships to achieve sustained and profitable growth, ensure tracking and closure of complaints and remediate with causal analysis to prevent recurrence of issues affecting customers.
Job Title: Assistant Manager – Customer Service
Department: Customer Service, Operations
Location (primary): Dubai, UAE
Key Responsibilities
Operations Management:
People Management:
Key Competencies
Qualifications and Experience
Job Type: Full-time
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