Customer Service Manager
Job Details
Skills And Tools:
Job Description
Job Purpose
The Customer Service Manager will lead and manage the customer service team to ensure high levels of customer satisfaction, smooth handling of inquiries and complaints, and effective coordination with sales, logistics, and accounting teams. The role focuses on building strong customer relationships, ensuring service quality, and contributing to the company’s reputation and growth.
Key Responsibilities
Develop and implement customer service policies, standards, and procedures.
Lead, train, and motivate the customer service team to achieve KPIs.
Handle escalated customer complaints and resolve issues effectively and promptly.
Oversee order processing, delivery coordination, and after-sales support.
Collaborate with sales, warehouse, and logistics teams to ensure smooth operations.
Monitor customer service metrics and prepare regular performance reports.
Implement customer feedback systems to improve service quality.
Ensure compliance with company policies and standards in all customer interactions.
Identify process gaps and recommend improvements for efficiency.
Job Requirements
Qualifications & Requirements
Bachelor’s degree in Business Administration, Commerce, or related field.
Minimum 5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.
Experience in trading, e-commerce, or distribution industry preferred.
Strong knowledge of CRM systems and ERP (Odoo is a plus).
Excellent communication, problem-solving, and leadership skills.
Ability to handle pressure and resolve conflicts professionally.
Strong analytical and reporting skills.
Fluent in Arabic and English (spoken and written).
