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Job Description
Overall Responsibility for the smooth functionality of the Customer Service Department.
- Organize the Daily work-flow of Customer Service Department.
- Accurate the customer order management processing.
- Manage all product recalls efficiently.
- Follow up on quality of service, as well as delivered output (quantitative and qualitative results)
- Regularly calls to customers to ensure the service level offered are according to plan.
- Receives complaints and coordinates with all supporting departments and managers, in order to provide a solution/ensure timely and correct execution of solving complaints.
- Resolves internal issues between sales and supporting departments.
- Collects daily / weekly reports from his team and holds weekly meetings
- Ensures all supporting departments to sales are delivering as agreed and follows up all related internal actions to provide on time service to the customers
- Communicates with all departments (sales, marketing, production, supply chain, technical support, etc) to resolve any issues that may compromise performance – acts proactively
- Holds weekly / monthly meeting with supporting departments to provide customer feedback and discuss areas for improvement
- Prepares monthly reports and collaborates with Sales & Marketing manager to exchange important information and suggest important corrective actions needed
Job Requirements
- BSc in BA or relates field
- Excellent knowledge and experienced in Customer service procedures
- Local market knowledge (customers, products, competitors)
- Excellent command in English and Arabic (written & verbal)
- Excellent use of Word, Excel & Power Point
- Excellent interpersonal and communication skills
