Customer Service Manager

3 weeks ago

Doha, Qatar Parsons Full time

**Customer Service Manager**

**Qatar**

Parsons is working with leading public service organizations to orchestrate large scale O&M transformation for roads activities for programs that drives Service Delivery Excellence, Operational Efficiencies, Capability Building, Change Management, and Outsource Maximization.

Parsons is looking for an amazingly talented Customer Service Manager to join our team The Customer Service Manager will be ensuring organization’s customers receives positive experience and feel valued. The position is responsible for conducting customer mapping, designing customer journeys and strategies to effectively manage queries, provide relevant resolutions and deliver high level of customer satisfaction. The person will also be responsible for training and supervising customer service representatives.

**What You'll Be Doing**:

- Delivers high level of customer experience, through carving out customer journeys and understanding the opportunity areas.
- Set standards for customer experience across the whole customer journey.
- Build customer service standards, policies and procedures for customer service management and ensure compliance.
- Iterate ways to improve performance, efficiency, and efficacy based on customer feedback.
- Ensure customer issues and complaints are resolved in timely and best possible manner in line with customer experience and satisfaction objectives.
- Set goals and objectives for team. Monitor team's performance and reporting on critical metrics.
- Maintain service levels and adhere to departmental statistics. Set and achieve quality assurance targets.
- Train existing and new team members to handle customer inquiries and provide a delightful customer experience.
- Interact and liaise with internal and external departments/ stakeholders to review and resolve customer concerns.
- Manage escalated issues and handling sensitive and complex issues in a timely and accurate manner.
- Work with mínimal supervision within departmental defined procedures.
- Supervise customer service budget including staffing, training, and gadgets to ensure the best possible service is provided within the provisioned budget.

**What Required Skills You'll Bring**:

- Degree or equivalent in Business Management with 10+ years of proven experience in Customer Service within a large utility or service organization in the GCC region.
- Good understanding of developing trends in customer experience, expectations and segmentation.
- Demonstrable knowledge, skills and experience in the field of Customer experience and Customer Journey design.
- Ability to handle challenging situations by exhibiting composure and empathy.
- Ability to multitask, quickly adapt to new information and procedures.
- Proficiency in written and spoken English and Arabic

**What Desired Skills You'll Bring**:

- Develop strategies to enhance the overall customer experience and drive process improvement through data analysis and customer feedback.

**Minimum Clearance Required to Start**:
Not Applicable/None

Parsons is an equal opportunity employer committed to diversity in the workplace. Minority/Female/Disabled/Protected Veteran.

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