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Senior Customer Services Manager, Qatar

Job Details
Job Type
Permanent
Job Sector
Rail
Region
Middle East

Linum Consult’s client is a major organisation in Qatar. They are seeking a Senior Customer Services Manager from a public transport background to join their team in Qatar.

RESPONSIBILITIES

  • Managing daily operations of handling customer enquiries, calls, visits, request, and complaints
  • Overseeing the drafting and distribution of written and verbal correspondence regarding customer enquiries and complaints
  • Promoting and sharing customer service policies to the wider customer service team and ensuring that they always comply
  • Partnering with IT to develop and maintaining a sophisticated database of existing and prospective customers
  • Periodically measuring customer satisfaction and recommend solutions
  • Overseeing customer call centre operations to ensure uninterrupted high standards of customer service delivery within budget
  • Setting up cross-functional SLAs and ensuring the compliance of the Customer Service department.

PROFILE

  • Bachelor’s degree in Business Studies, Sales and Marketing, 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 public transport industry
  • Customer service centric mindset, with demonstrable experience in handling customer queries and complaints favourably
  • Working knowledge of BPO operations for a small to mid-sized set up
  • Excellent communication skills in spoken and written English.

APPLICATION PROCESS

If you fulfill the minimum requirements stipulated by our client and are confidentially interested in applying, then please drop Linum Consult a line with a copy of your CV and contact details to middle.east@linumconsult.com for the attention of Francis Ryan.

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