Customer Experience Manager Required in Dubai - Dubai

Customer Experience Manager Required in Dubai

Washmen is an on-demand digital laundry and dry-cleaning service based in UAE. Having successfully raised multiple rounds of venture capital, Washmen is gearing up for scale. As one of the fastest growing startups in the middle east, being a part of Washmen will provide you with a unique experience; helping a company face the adventures and challenges of scaling. We are a laundry and dry-cleaning app-based business that has been in operations since 2015.

For the 2020 CINET Best Laundry rankings, Washmen ranked:

#1 in UAE

#1 in Asia

#3 Globally!

Washmen is looking for a motivated and experienced Customer Experience Manager to lead a 10 person customer service department and capable of managing up to 20 people. We are currently expanding our teams to take on new challenges as we grow.

To qualify for the role, the ideal candidate will have proven experience working in a customer service lead position, account management or client service role. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong management and interpersonal skills.

Responsibilities and Duties

● Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service

● Define and implement standards/procedures and policies for ensuring optimal customer experience

○ Manage the continuous improvement and refinement of these processes

○ Evolve the processes of tracking, overseeing and organizing every interaction between customers and Washmen

● Manage the continuous training and development of the team’s skill sets and job knowledge

● Work with the operations and other internal teams to develop strategic plans for the company

● Generate reports of the customer service department to give to other departments within the company

● Taking ownership of customer escalation issues and following claims and tickets through to resolution

● Meet regularly with other members of the team to discuss progress and find new ways to improve quality of service

● Reporting on insights obtained, which might be utilized to inform business strategies and product development

● Utilize social media platforms in replying to customers to help resolve issues and provide quick response to inquiries

● Work with marketing team to define segmentation of customer base

● Monitor and improve CSAT scores

Skills and Qualifications

● Relevant Degree from recognized Institution/University

● Experience in an account manager, client service or customer service leadership role

● Excellent written and verbal communication skills

● Knowledgeable in generating reports and cross-departmental collaboration

● Leadership / Management experience

We are offering a very competitive salary to the right candidate based on skills and experience. Washmen believes strongly in the personal career development of its staff and we offer challenging work in a creative working environment that allows individuals to grow and progress their careers.

If you are interested in applying for this position and possess the above qualifications and skills, please send your resume and portfolio to careers+CEM@washmen.com

Whilst we would ideally like to respond individually to all candidates who contact us applying for positions, we acknowledge that this is not always possible due to the large number of applications we continually receive. If you have not heard from us within 6 weeks, please assume that on this occasion your application has been unsuccessful. We will however retain your details confidentially within our database and continue to search for career opportunities suitable to your background.

Posted on : 3 years ago, #111845, 7 views

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