Customer Care Manager

Job Description

Customer Care ManagerJOB PURPOSE:To implement Customer Care and Services objectives and execute, monitor Customer Care and services strategies and initiatives, control Customer Care Channels activities related to customer services, and ensure effective reporting to contribute to the reputation of NADEC as a customer-oriented company.KEY ACCOUNTABILITIES:Strategic Contribution* Execute the annual business plan and targets and comply with the strategic agenda of the Corporate Affairs & Communication to deliver Nadec vision and mission.* Translate the strategy into operational business plans for the Customer Care and lead the performance and execution of those plans to achieve functional objectives and deliver the Company?s strategy Budgeting Participate in the preparation of the functional budget and assess financial performance versus the budget so that the business is aware of anticipated costs/revenues, areas of unsatisfactory performance are identified, and potential performance improvement opportunities are capitalized. Core Accountabilities Customer Service * Receive all customer complaints from different channels, ensure reliable information is communicated from NADEC parts to the clients.* Ensure that the customer feedback database is kept up-to-date, with all records having been thoroughly researched and qualified per departments in order to maintain necessary customer information.* Review and monitor customer issues and complaints received with concerned departments, ensuring appropriate action is taken in a timely and effective manner.* Monitor customer service levels and manage customer satisfaction and retention through proactive customer service techniques, to ensure that the level of customer service provided is consistently meeting set expectations. Reporting * Develop reports from the feedback database for each department, and address all the persistent issues in order to enhance service and improve customer service.* Develop reports with all the critical and redundant complains and address them to the related parties. People Management Accountabilities * Ensure that all subordinates have clear objectives, constructive and accurate performance feedback sessions formal annual performance appraisals, and individual development plans.* Policies, Systems, Processes & Procedures* Adhere with direction for the development and implementation of organizational unit?s policies, systems, processes and procedures, identifying potential areas of improvement to ensure efficient and effective operation.* Comply with corporate requirements on adherence to policies, procedures and instructions related to all relevant regulatory directives to ensure a safe and risk-free environment.SkillsQUALIFICATIONS, EXPERIENCE, & SKILLS:Education and CertificationsBachelors Degree in Business or any related field MBA or Masters in a related field (Preferred)Experience:5-7 years of experience in a relevant fieldSkills:English (Written and Spoken) Arabic (Written and Spoken) Communication Microsoft Office Project ManagementCOMPETENCIESBehavioralMotivating and Developing Self (Intermediate) Developing people capability/coaching (Intermediate) Motivating and Inspiring Others (Intermediate) Owning and assuming accountability (Intermediate) Decision Making (Intermediate) Initiative (Intermediate) Resource Management (Intermediate) Drive for results (Intermediate) Process and Quality Focus (Intermediate) Customer Focus (Intermediate) Cooperation (Intermediate) Commitment (Intermediate) Mutual Respect (Intermediate)EducationBusiness Management Job Location Riyadh, Saudi Arabia Job Role Management Years of Experience Min: 5 Max: 8 Residence Location Saudi Arabia

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