HEAD OF CUSTOMER EXPERIENCE UAE DUBAI ( MUST BE IN DUBAI RIGHT NOW)

at  Capital Placement Services

RSS Feed
Job Description
Roles and Responsibilities
To manage and inspire the Customer Engagement Team and your peers in other departments to elevate the customer service across all channels, above and beyond accepted industry standards.
Reporting Operations Director

Responsibilities

• To manage the processing and quality control of all orders, setting and managing the team to meet internal KPI’s.
• Maintain the highest levels of customer communication across all channels with a view to hitting 100% first call resolution
• Manage the process for undelivered items aspiring to a 0% return rate
• Constantly monitor and improve the returns and cancellations process with a view to ensuring that returns are picked up and processed within 48 hours
• Collaborate with other departments (Content/Buying) to ensure that up to date customer feedback is being used to constantly enhance our service offering and customer service.
• Set and aim to exceed industry standard service levels for call responses (80%)
• Proactively seek ways to continuously enhance customer service levels through all call centre processes
• Liaise with other departments to access and analyse Inbound and Outbound data with a view to ongoing performance improvement and to set, manage and drive stretch KPI’s for customer service.
• To create operational processes which enable the CEM to focus on strategic engagement with our customer base that will move the customer service beyond a reactive point of contact.
• To Inspire, train, and motivate members of the Customer Engagement to constantly improve and develop both themselves and the customer service.
• To evangelise across all teams, including the Senior Management Team, the value and importance of customer orientation.
• Support and advise on the implementation of new processes and workflow through Warehouse and delivery operations to constantly ensure all supply chain processes are aligned with delivery of a superlative customer service.
• To generate and

Experience

6 - 12 Years
Salary

50 Lac To 1 Crore P.A.
Industry

ITES / BPO / KPO / LPO / Customer Service
Qualification

Other Bachelor Degree
Key Skills

Good Communication Customer Care Executive Customer Advisor BPO Telecaller Telesales walk i

• To manage the processing and quality control of all orders, setting and managing the team to meet internal KPI’s.
• Maintain the highest levels of customer communication across all channels with a view to hitting 100% first call resolution
• Manage the process for undelivered items aspiring to a 0% return rate
• Constantly monitor and improve the returns and cancellations process with a view to ensuring that returns are picked up and processed within 48 hours
• Collaborate with other departments (Content/Buying) to ensure that up to date customer feedback is being used to constantly enhance our service offering and customer service.
• Set and aim to exceed industry standard service levels for call responses (80%)
• Proactively seek ways to continuously enhance customer service levels through all call centre processes
• Liaise with other departments to access and analyse Inbound and Outbound data with a view to ongoing performance improvement and to set, manage and drive stretch KPI’s for customer service.
• To create operational processes which enable the CEM to focus on strategic engagement with our customer base that will move the customer service beyond a reactive point of contact.
• To Inspire, train, and motivate members of the Customer Engagement to constantly improve and develop both themselves and the customer service.
• To evangelise across all teams, including the Senior Management Team, the value and importance of customer orientation.
• Support and advise on the implementation of new processes and workflow through Warehouse and delivery operations to constantly ensure all supply chain processes are aligned with delivery of a superlative customer service.
• To generate an