Customer Service and Excellence Manager
E Financial Careers – Middle East – Manama, Bahrain – Principal Responsibilities, Accountabilities and Deliverables of Role: Act as single point of contact to AFS clients Building the required SLA’s for the internal and external clients and ensure it is met within the agreed TAT Deliver extra ordinary customer service experience Take ownership of customers issues and follow problems through to resolution Set a clear mission and deploy strategies focused towards that mission Develop service procedures, policies and standards Keep accurate records and document customer service actions and discussions Analyze statistics and compile accurate reports Deliver clients dashboard and statices for the logged tickets on monthly basis Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment Keep ahead of industry’s developments and apply best practices to areas of improvement Control resources and utilize assets to achieve qualitative and quantitative targets… – Permanent – Full-time
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