41 Client Relations Manager jobs in Manama

Job Summary:
The Customer Service is responsible for providing exceptional customer service and support to our clients. They are the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a positive brand experience. The CX Agent plays a crucial role in building and maintaining strong customer relationships.

1. Respond to customer inquiries, concerns, and complaints across multiple communication channels (phone, email, chat, social media, etc.)
2. Provide timely and accurate information to customers, addressing their needs and concerns effectively
3. Troubleshoot and resolve customer issues in a professional and empathetic manner
4. Identify opportunities to upsell or cross-sell relevant products and services
5. Maintain detailed records of customer interactions and follow-up actions
6. Provide feedback and insights to the management team on customer trends, pain points, and improvement areas
7. Participate in training programs to continuously develop product knowledge and customer service skills
8. Adhere to company policies, procedures, and quality standards in all customer interactions
9. Collaborate with cross-functional teams (e.g., sales, marketing, operations) to enhance the overall customer experience

1. Bachelor's degree preferred
2. 1-2 years of experience in a customer service or call center environment
3. Strong communication and interpersonal skills, with the ability to adapt communication styles to different customer needs
4. Excellent problem-solving and critical thinking abilities to handle complex customer inquiries
5. Proficient in using customer relationship management (CRM) software and other relevant technology
6. Demonstrated ability to work in a fast-paced, high-volume environment and maintain a positive attitude
7. Flexibility to work in shifts, including weekends and holidays, as needed
8. B2 English Level is a must

Bahraini nationals only

High school diploma or equivalent; additional education or certification in customer service is a plus. Previous experience in customer service or a related field preferred, but not required.

We are seeking a motivated and friendly individual to join our team as a Customer Service Representative. As the first point of contact for our customers, you will play a crucial role in providing exceptional service and resolving inquiries efficiently.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, email, or chat in a professional and courteous manner.
• Provide accurate information about our products, services, and policies to assist customers with their needs.
• Handle and resolve customer complaints or issues effectively, aiming for first-contact resolution whenever possible.
• Process orders, returns, and exchanges accurately and in a timely manner.
• Keep detailed records of customer interactions and transactions using our CRM system.
• Collaborate with other team members and departments to ensure a seamless customer experience.
• Continuously strive to improve customer satisfaction by identifying areas for enhancement in processes or services.

Benefits and Working Conditions:

• Competitive salary commensurate with experience.
• Comprehensive benefits package including health insurance, retirement plans, and paid time off.
• Opportunities for career advancement and professional development.
• Supportive and collaborative work environment with a focus on employee well-being.
• Flexible scheduling options to accommodate work-life balance.
• Employee discounts on company products or services.
• Modern and comfortable office space equipped with the latest technology tools to support your work.

Join our team and be part of a company that values its employees and prioritizes customer satisfaction. Apply today to start your rewarding career as a Customer Service Representative!

• Ability to remain calm and composed under pressure while maintaining a positive attitude.
• Proficiency in using computers and familiarity with CRM software.
• Strong problem-solving skills and attention to detail.
• Flexibility to work in a fast-paced environment and adapt to changing priorities.

Job Summary:

The Customer Service is responsible for providing exceptional customer service and support to our clients. They are the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a positive brand experience. The CX Agent plays a crucial role in building and maintaining strong customer relationships.

Key Responsibilities:

1. Respond to customer inquiries, concerns, and complaints across multiple communication channels (phone, email, chat, social media, etc.)
2. Provide timely and accurate information to customers, addressing their needs and concerns effectively
3. Troubleshoot and resolve customer issues in a professional and empathetic manner
4. Identify opportunities to upsell or cross-sell relevant products and services
5. Maintain detailed records of customer interactions and follow-up actions
6. Provide feedback and insights to the management team on customer trends, pain points, and improvement areas
7. Participate in training programs to continuously develop product knowledge and customer service skills
8. Adhere to company policies, procedures, and quality standards in all customer interactions
9. Collaborate with cross-functional teams (e.g., sales, marketing, operations) to enhance the overall customer experience

Required Skills and Qualifications:

1. Bachelor's degree preferred
2. 1-2 years of experience in a customer service or call center environment
3. Strong communication and interpersonal skills, with the ability to adapt communication styles to different customer needs
4. Excellent problem-solving and critical thinking abilities to handle complex customer inquiries
5. Proficient in using customer relationship management (CRM) software and other relevant technology
6. Demonstrated ability to work in a fast-paced, high-volume environment and maintain a positive attitude
7. Flexibility to work in shifts, including weekends and holidays, as needed
8. B2 English Level is a must
9. Bahraini nationals only

• Manage and supervise the customer service team, providing guidance, training, and performance feedback.
• Develop and implement customer service policies and procedures to enhance customer satisfaction.
• Monitor customer interactions and service metrics to ensure quality standards are met.
• Handle escalated customer issues and complaints, resolving them efficiently and effectively.
• Identify areas for improvement in customer service processes and implement necessary changes.
• Train and onboard new customer service representatives.
• Collaborate with other departments to ensure seamless customer support.
• Develop and maintain knowledge base articles and support documentation.
• Analyze customer feedback and trends to provide insights for product and service improvements.
• Manage staffing levels and scheduling to ensure adequate coverage.
• Stay up-to-date with industry trends and best practices in customer service management.
• Foster a positive and customer-centric team culture.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or management role.
• Proven track record of improving customer satisfaction scores and service efficiency.
• Excellent leadership, team management, and motivational skills.
• Strong problem-solving and conflict-resolution abilities.
• Exceptional written and verbal communication skills.
• Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to work effectively in a hybrid environment, balancing remote management with in-office presence.
• Strong organizational and time management skills.
• Adaptability and a proactive approach to managing change.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Resolve customer issues and complaints efficiently and effectively.
• Process orders, returns, and exchanges as per company guidelines.
• Document all customer interactions and transactions in the CRM system.
• Identify and escalate priority issues to the appropriate departments.
• Gather customer feedback and share insights with the team to improve services.
• Maintain a high level of product knowledge and service expertise.
• Adhere to service level agreements (SLAs) and performance metrics.
• Contribute to team goals and foster a positive customer service environment.
• Assist in training new team members as needed.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Previous experience in customer service or a related field is preferred.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency in using computers and various software applications, including CRM systems.
• Ability to multitask and manage time effectively in a remote setting.
• Patience, empathy, and a positive attitude.
• Reliable internet connection and a dedicated workspace.
• Fluency in English is essential, additional languages are a bonus.

1. BRIEF DESCRIPTION OF JOB FUNCTION

The Call Centre Agent is responsible for incoming and outgoing calls. The role involves sales and customer service.

This role requires an individual who is self-motivated with high levels of energy and drive. The Call Centre Agent must have strong communication skills with the ability to maintain good rapport on the phone.

2. DUTIES ACTUALLY PERFORMED BY THIS POSITION:

1. Answer all calls within 2 rings
2. Cordial and positive tone of voice in all calls
3. Focus on the needs of the customer and provide for their queries and requests
4. Sell, up-sell, and cross-sell different products and services to the customer
5. Ensure the next steps and requirements are aligned and clarified with the customer before the end of the call
6. Data entry
7. Filing and documentation management
8. Updating information and ensuring accuracy of data records

1. ESSENTIAL QUALIFICATION REQUIRED (EDUCATION/EXPERIENCE/SKILLS)

1. Minimum of high school certification
2. Diploma and some form of work experience is preferred
3. Strong communication skills
4. Good selling skills
5. Positive energy and teamwork ethos
6. Excellent written and oral communication skills
7. Strong English language proficiency
8. Good understanding of the services
9. Be highly computer literate, particularly in Microsoft Office Products

2. TYPICAL WORKING CONDITIONS

Normal Working Hours: 40 hours a week

Working Timing: rotating shift

Work may require occasional weekend and/or evening work

• Lead, train, and mentor a team of customer service representatives.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer inquiries and resolve complex issues efficiently.
• Ensure adherence to company policies and customer service standards.
• Develop and implement strategies to improve customer satisfaction and retention.
• Analyze customer service data and identify trends for improvement.
• Collaborate with other departments to address customer needs and feedback.
• Schedule team shifts and manage workload to ensure adequate coverage.
• Maintain a positive and motivating team environment.
• Contribute to the development and implementation of new customer service initiatives.

• Lead, mentor, and motivate a team of customer service representatives to achieve performance goals and deliver outstanding service.
• Monitor customer interactions across various channels (phone, email, chat, social media) to ensure quality and adherence to service standards.
• Handle escalated customer issues and complaints, resolving them efficiently and effectively.
• Develop and implement training programs to enhance the skills and knowledge of the customer service team.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Analyze customer feedback and service data to identify areas for improvement and implement necessary changes.
• Collaborate with other departments (e.g., Sales, Technical Support) to ensure a seamless customer experience.
• Assist in the development and refinement of customer service policies and procedures.
• Maintain up-to-date knowledge of company products, services, and industry trends.
• Create and manage team schedules to ensure adequate coverage and responsiveness.
• Foster a positive and supportive team culture that encourages collaboration and continuous improvement.

• Bachelor's degree in Business Administration, Communications, or a related field, or equivalent experience.
• Minimum of 3-5 years of experience in customer service, with at least 1-2 years in a team lead or supervisory role.
• Proven ability to motivate and manage a customer service team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM software and helpdesk ticketing systems.
• Ability to handle difficult customers and resolve conflicts professionally.
• Proficiency in Microsoft Office Suite.
• Ability to work in a hybrid environment, balancing on-site and remote responsibilities.
• Strong organizational and time management skills.
• A passion for customer satisfaction and service excellence.

• Lead, coach, and motivate a team of customer service representatives.
• Monitor team performance and ensure achievement of key performance indicators (KPIs).
• Handle escalated customer inquiries and resolve complex issues efficiently.
• Develop and implement training programs for customer service staff.
• Conduct regular performance reviews and provide constructive feedback.
• Ensure adherence to company policies and service level agreements (SLAs).
• Identify trends in customer feedback and recommend improvements to products or services.
• Collaborate with other departments to ensure a seamless customer experience.
• Maintain a positive and professional team environment.
• Contribute to the development of customer service strategies and best practices.

• Associate's or Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 4 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
• Proven leadership and people management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Experience with customer relationship management (CRM) software.
• Strong understanding of customer service principles and best practices.
• Ability to manage multiple priorities and work effectively under pressure.
• Proficiency in Microsoft Office Suite.
• Experience in the technology sector is a plus.
• Customer-centric mindset with a passion for service excellence.