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Customer Operations Manager

1 week ago

Doha, Baladīyat ad Dawḩah, Qatar ECCO Gulf Majorel Qatar Full time

Job Overview

ECCO Gulf Majorel Qatar is seeking a highly skilled Call Center Team Leader to oversee daily customer operations across multiple channels. This role requires exceptional leadership and problem-solving skills to ensure customer satisfaction.

Key Responsibilities

  1. Customer Operations Management

Manage daily customer interactions, including calls, emails, and in-person visits, ensuring timely resolution of issues and high-quality service.

Escalation and Resolution

Address customer complaints and escalations promptly, providing personalized solutions and follow-up to ensure customer satisfaction.

Customer Service Delivery

Provide accurate information about services, respond to inquiries, and resolve customer queries or record relevant details for further action.

Issue Coordination and Closure

Coordinate and resolve service issues, ensuring proper tracking and closure of cases escalated to the supervisor level, in line with company policies.

Record Keeping and Follow-up

Maintain accurate records of customer interactions, including complaints, comments, and resolutions, and regularly follow up on customer satisfaction.

Interdepartmental Collaboration

Collaborate with other departments to resolve outstanding customer transactions and ensure seamless service delivery.

Required Skills and Qualifications

  • Bachelor's degree or equivalent in any discipline.
  • More than 8 years of experience in customer service and 3 years at the same level.
  • Proficient knowledge of customer service and standard office practices and procedures.
  • Proficient standard office equipment skills.
  • Written and spoken proficiency in both English and Arabic.
  • Locally available in Qatar.