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Customer Service Director Jobs In Dubai 2022 | Plum Jobs
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| Hiring Organization | Plum Jobs |
| Job Location | Dubai, United Arab Emirates |
| Date Posted | Sep/27/2022 |
| Base Salary | AED |
| Employment Type | Full Time |
| Valid Until | N/A |
Customer Service Director Jobs In Dubai 2022 | Plum Jobs
List Of Vacant Positions (Newly Updated)
| JOB TITLE | LOCATION |
|---|---|
| Customer Service Director | Dubai, United Arab Emirates |
Job Responsibilities:
- Strategically lead and develop a customer operations team to enhance performance by setting clear individual and team accountable performance metrics.
- Oversee a multicultural 150+ seat customer support team that provide client onboarding and live chat, telephone and email support.
- Build and nurture a customer-centric culture.
- Manage a team to ensure service volume and quality levels are exceeded.
- Establish customer success metrics and measures for improvement.
- Evaluate and manage team performance against team and individual KPIs.
- Collaborate with sales, marketing, product and operations to develop resources to onboard new customers and drive platform utilization, product adoption and brand engagement.
- Identify customer growth and retention opportunities; mitigate risk to increase client satisfaction.
Job Requirements:
- 10 – 15 years’ UAE experience in senior leadership customer service / contact center operations within financial institutions – FinTech, FX, retail banking, investment management, cryptocurrency, bitcoin or financial services.
- Strong commercial and financial acumen with a deep understanding of value drivers related to customer spend, satisfaction and retention.
- Experience of carrying out root cause analysis and analyzing customer insights to driver better sales through service, enhancing first call resolution and reducing the cost to serve.
- Experience in process mapping and process analysis, identifying areas for optimization to improve efficiency and customer experience
- Strong data analysis experience to identify areas of improvement and optimize customer excellence.
- Proven capabilities in building a culture of continuous learning and improvement.
- Strong people management and development, leadership, team building skills with a passion for coaching and developing high-performing customer centric teams.