Customer UX & Excellence Manager

Employer:	Rasan
Job Title:	Customer UX & Excellence Manager
Location:	Dubai, United Arab Emirates
Job Type:	Full Time Employee
Category:	Customer Service and Call Center
Description:	Design and plan Customer care department KPA/KPI and annual budget Recruiting and Managing the Supervisors/Executives Be “subject matter expert”, from a business, operations, customer service and consumer affairs perspective. Ecommerce Customer Service Manager will own many aspects of support, ranging from building scripts/FAQ for phone / email / online chat to driving initiatives to improve day-to-day processes. Oversee the day-to-day operations of the Consumer Care Associates through Supervisors/Team leads. They will design & conduct formal training sessions upon initial hire as well as ongoing refresher courses. A performance evaluation and continuous performance enhancement process to be implemented They will evaluate and analyze systems, i.e. email and chat service to ensure it is being used to its maximum benefit. Report on productivity and react accordingly. Utilize market leading Customer Service and web technologies to increase consumer satisfaction. Responsible for day-to-day administration of Live Chat tools and other web-based consumer Affairs technology Coordinate with Growth/product, QC and marketing to design and conduct periodic market survey Periodic/regular Customer Care MIS with market and consumer behavior insights Keep a close eye to Identify Consumer pain regarding customer UX in different platform , solution gaps or improvement areas to regularly update management Strictly monitor Regulatory guideline regarding to Customer/consumer rights Closely follow-up with internal stakeholders to submit timely response for any regulatory enquiries or complaint
Qualifications:
Experience:	Min: 5 Max: 7
Salary:	Unspecified
Contact:	Apply

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