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Skills Required:
Minimum Educational Qualification: Bachelor’s degree in Electronics
Minimum Experience: 05-07 Years in UAE
Job Summary:
Head of Operations and Quality team make sure that the needs of their customers are being satisfied. His aim is to provide and promote excellent customer service throughout the organization. He’ll make sure that service standards are being met and manage the customer support team.
Head of Operations and Quality team make sure that the needs of their customers are being satisfied. His aim is to provide and promote excellent customer service throughout the organization. He’ll make sure that service standards are being met and manage the customer support team.
Major Responsibilities:
- Supervise day to day operations in the customer support department.
- Respond to customer support issues in a timely manner.
- Helping to develop and implement customer service policies in an organization.
- Finding ways to measure customer satisfaction and improve services
- Managing a team of customer support staff.
- Handling face-to-face enquiries from customers.
- Create effective customer support procedures, policies, and standards.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Implement an effective customer loyalty program.
- Maintain accurate records and document all customer support activities and discussions.
- Manage the approved budget of the customer support department.
- Stay informed on the latest industry techniques and methods.
- Providing help to customers using your organization’s products or services.
- Communicating courteously with customers by telephone, email or face-to-face.
- Investigating and solving customers problems which may be complex or long standing that have been passed on
- by customer support agents.
- Handling complaints or any major incidents.
- Keeping accurate records of discussions or correspondence with customers.
- Analyzing statistics or other data to determine the level of customer service your organization is providing.
- Producing written information for customers, often involving use of computer packages and software.
- Writing reports analyzing the customer service that your organization provides.
- Developing feedback or complaints procedures for customers to use.
- Improving customer service procedures, policies and standards for your organization or department.
- Meeting with other managers to discuss possible improvements to customer service.
- Involvement in staff recruitment and appraisals.
- Training staff to deliver a high standard of customer service.
- Leading or supervising a team of customer support agents.
- Learning about your organization’s products or services and keeping up to date with changes.
- Keeping ahead of developments in customer service by reading relevant journals, going to meetings and
- attending courses.
- Manage Support Ticketing System in daily basis.
- Gathering the Technical Requirements from the existing customers and delivering them to Development Team.
- Attending Pre-Sales Meetings for presenting SamTech Solutions.
- Attending Training/Orientation Sessions for New Sales Team.
- Managing/Improving the Communications between Customer Support Team and other departments.
- Any other work-related task assigned by the HoD that may arise.
Skills Required:
- Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with
- other professionals.
- Listening skills, to understand exactly what customers require.
- Problem solving skills.
- Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
- Motivational skills and an ability to supervise and lead a team of customer support agents.
- Creative thinking, to be able to come up with new ideas to improve customer service standards.
- Ability to work well under pressure.
- Organizational and planning skills to develop customer service policies.
- Good personal presentation, especially when face-to-face with customers.
- Commitment to improve your customer service skills on an ongoing basis.
- Proficiency in Microsoft Office and customer service software.
- Outstanding written and verbal communication skills.
- Good understanding of management practices and techniques.
- Excellent leadership and interpersonal skills.
Minimum Educational Qualification: Bachelor’s degree in Electronics
Minimum Experience: 05-07 Years in UAE
Candidates who can join immediately will be preffered.
