Customer Care Supervisor Job

Work Location: Dubai, United Arab Emirates

Purpose Statement:

The core objective of this role is to support the Customer Services Manager to maintain the goals and objectives of the department.

Key Responsibilities:

• Industry Knowledge: Delivers continuous tools and education to team members to ensure up to date industry, product knowledge; Has a broad understanding of industry trends and their impact on local/regional sales activities.
• Business Management: Supports the supply chain management activities; Monitors team performance on an ongoing basis, initiating corrective actions, preparing reports, summaries, analysis and documentation on team management; Monitors service indicators; Delivers team development to suit evolving customer requirements and opportunities for improvement; Ensures the effective implementation of customer records, key contacts, reports and company policies; Executes department strategies and activities; Maintains expenses to ensure department objectives are met within budget; Recommends process/procedural improvements; Provides monthly reports on activities.
• Sarbanes Oxley: Audit 404: Check quarterly the process in respect with the procedure; Implement correctives actions; Archive necessary documents; Participates in driving quality awareness in every employee, while guiding the local organization towards improved performance and customer-oriented initiatives; Co-ensures that employees are notified of all mandatory training and quality obligations with HR Manager – Tracks completion of mandatory training.
• Customer Activities: Provides frontline support for customers for critical issues, consignment issues and value-added services; Analyses customer requirements and supports others to achieve anticipated results; Coaches others to understand customer problem solving activities; Models strong inter-personal skills in communicating with the customer; Actively supports department initiatives by proactively assisting in the training and influencing their team.

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