Customer Service Excellence Director

Description:

Linum Consult’s client is a major organisation in Qatar. They are currently seeking a Customer Service Excellence Director to join lead their Customer Service department in Doha.

RESPONSIBILITIES

• Ensuring exceptional customer service delivery, implementing innovative strategies to enhance customers’ satisfaction, and achieving measurable KPIs in accordance with company goals
• Managing client satisfaction, overseeing customer interactions, and ensuring a high-quality, post-purchase experience
• Defining and implementing customer service standards aligned with industry benchmarks to ensure the seamless and consistent customer experience across all touchpoints
• Developing advanced KPI dashboards to monitor real-time metrics on customer satisfaction, response times, resolution rates, and identifying any actionable insights for continuous improvement
• Establishing an automated complaints resolution framework to track, analyse, and resolve issues efficiently to reduce customer attrition and enhance loyalty
• Recommending an optimum organisation structure for the Customer Service Excellence Department, in coordination with the HR Department, that aligns departmental goals with corporate objectives to optimise resource utilisation

PROFILE

• Bachelor’s degree in Business Administration, Engineering, Science, or similar field, ideally with an MBA or master’s qualification in a related subject
• 15 years’ experience in managing a customer services department in an organisation, preferably within the real estate industry
• Customer service centric mindset, with demonstrable experience in customer life cycle management, customer interaction and experience
• Technical knowledge of CRM systems
• Good knowledge of Qatari culture, with a strong background of working in the country
• Excellent communication skills in spoken and written English