178 Customer Service Manager jobs in Manama
Customer Service Manager
Posted 7 days ago
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Senior Customer Service Manager
Posted 4 days ago
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- Managing and leading the customer service team, providing guidance, training, and performance feedback.
- Developing and implementing customer service policies, procedures, and best practices.
- Setting and monitoring key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
- Handling escalated customer issues and ensuring timely and satisfactory resolutions.
- Analyzing customer feedback and service data to identify trends and areas for improvement.
- Collaborating with other departments (e.g., Sales, Product Development) to enhance the overall customer experience.
- Implementing and optimizing customer support tools and technologies.
- Ensuring compliance with company service standards and relevant regulations.
- Recruiting, onboarding, and training new customer service representatives.
- Creating a positive and motivating work environment for the customer service team.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer service, with at least 3 years in a managerial or supervisory role.
- Proven experience in developing and implementing successful customer service strategies.
- Strong understanding of customer service principles, methodologies, and CRM software.
- Excellent leadership, team management, and interpersonal skills.
- Exceptional problem-solving, decision-making, and conflict-resolution abilities.
- Strong communication (written and verbal) and presentation skills.
- Ability to analyze data, generate reports, and derive actionable insights.
- Proficiency in customer relationship management (CRM) systems and customer support platforms.
- A customer-centric mindset with a passion for delivering outstanding service.
Senior Customer Service Manager
Posted 18 days ago
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Senior Customer Service Manager
Posted 21 days ago
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Job Description
Responsibilities:
- Lead and manage a remote customer service team to deliver exceptional support.
- Develop and implement customer service strategies, policies, and procedures.
- Set and monitor key performance indicators (KPIs) and service level agreements (SLAs).
- Oversee the resolution of customer inquiries, complaints, and technical issues.
- Recruit, train, and coach remote customer service representatives.
- Foster a strong customer-centric culture within the team and organization.
- Analyze customer feedback and operational data to identify areas for improvement.
- Implement and optimize customer service technologies and tools (e.g., CRM, helpdesk software).
- Manage escalations and complex customer issues effectively.
- Collaborate with other departments to ensure a seamless customer experience.
- Drive continuous improvement initiatives within the customer service function.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5-7 years of experience in customer service management, with significant experience in remote team leadership.
- Proven track record of enhancing customer satisfaction and loyalty.
- Expertise in customer service technologies, CRM systems, and helpdesk platforms.
- Strong understanding of omni-channel support strategies and best practices.
- Excellent leadership, coaching, and team-building skills.
- Exceptional communication, problem-solving, and conflict resolution abilities.
- Demonstrated ability to manage performance and drive results in a remote environment.
- Strategic thinker with a focus on process improvement and customer advocacy.
- Adaptability and a proactive approach to managing challenges.
Senior Customer Service Manager
Posted 21 days ago
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Job Description
Responsibilities:
- Oversee the day-to-day operations of the customer service department, ensuring efficient and effective service delivery.
- Develop and implement customer service policies, procedures, and standards to enhance customer satisfaction.
- Lead, train, and motivate a team of customer service representatives, fostering a positive and high-performing work environment.
- Monitor customer interactions, handle escalated issues, and resolve complex customer complaints with professionalism and empathy.
- Analyze customer feedback and service data to identify trends, areas for improvement, and opportunities to enhance the customer journey.
- Develop and implement strategies to improve key performance indicators (KPIs) such as customer satisfaction scores (CSAT), net promoter scores (NPS), first call resolution (FCR), and average handling time (AHT).
- Collaborate with other departments (e.g., Sales, Marketing, Product Development) to ensure a unified customer experience.
- Manage staffing levels, scheduling, and workforce planning to meet service demands.
- Utilize customer relationship management (CRM) software and other support tools effectively.
- Stay informed about industry best practices and emerging trends in customer service and support.
- Develop and deliver training programs for new hires and ongoing professional development for the team.
- Contribute to the development of self-service resources and knowledge bases.
- Bachelor's degree in Business Administration, Management, 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 successfully managing customer service teams and improving customer satisfaction metrics.
- Excellent leadership, coaching, and team-building skills.
- Strong understanding of customer service best practices, principles, and technologies (e.g., CRM systems, helpdesk software).
- Exceptional problem-solving, conflict resolution, and decision-making abilities.
- Outstanding written and verbal communication skills.
- Ability to work effectively in a hybrid work environment, balancing office and remote responsibilities.
- Proficiency in Microsoft Office Suite and customer service software.
- A customer-centric mindset with a passion for exceeding customer expectations.
Senior Customer Service Manager
Posted 21 days ago
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Job Description
Key Responsibilities:
- Lead and manage the daily operations of the customer service department.
- Develop and implement customer service policies and procedures.
- Set performance goals and metrics for the customer service team.
- Train, coach, and mentor customer service representatives.
- Monitor customer interactions and ensure high-quality service delivery.
- Handle escalated customer complaints and resolve issues effectively.
- Analyze customer feedback and identify trends for service improvement.
- Collaborate with other departments to ensure a seamless customer experience.
- Manage staffing levels and schedules to meet service demands.
- Contribute to the development of customer service strategies and initiatives.
- Bachelor's degree in Business or a related field (preferred).
- 5+ years of experience in customer service management.
- Proven track record of leading and developing customer service teams.
- Strong understanding of customer service principles and best practices.
- Experience with CRM software and customer support platforms.
- Excellent problem-solving and conflict resolution skills.
- Strong communication and interpersonal abilities.
- Ability to work effectively under pressure and manage multiple priorities.
- Demonstrated commitment to customer satisfaction.
- Experience in developing and implementing service improvement initiatives.
Senior Customer Service Manager
Posted 21 days ago
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Job Description
Key Responsibilities:
- Manage and lead a team of customer service representatives, fostering a positive and high-performance work environment.
- Develop, implement, and monitor customer service policies and procedures to ensure consistent, high-quality service delivery.
- Set performance goals and KPIs for the customer service team, and conduct regular performance reviews.
- Train, coach, and mentor team members to enhance their skills and product knowledge.
- Handle escalated customer complaints and issues with professionalism and efficiency, aiming for first-contact resolution.
- Analyze customer feedback and service data to identify trends, areas for improvement, and opportunities for enhancement.
- Collaborate with other departments (e.g., Sales, Product Development) to address customer needs and improve overall service.
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Oversee the scheduling and staffing of the customer service team to ensure adequate coverage.
- Manage the customer service budget and resource allocation.
- Utilize CRM and other customer service software to track interactions and manage support operations.
- Report on key customer service metrics and performance to senior management.
- Ensure compliance with company standards and service level agreements (SLAs).
- Bachelor's degree in Business Administration, Management, or a related field.
- 7+ years of experience in customer service management, with a strong emphasis on team leadership.
- Proven experience in developing and implementing customer service strategies.
- Excellent understanding of customer service principles and best practices.
- Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
- Exceptional communication, interpersonal, and leadership skills.
- Proficiency in CRM systems and customer service software.
- Experience in performance management and coaching.
- Ability to work effectively in a hybrid environment, balancing on-site and remote responsibilities.
- Demonstrated ability to drive customer satisfaction and loyalty.
- Experience in the (Specific Industry, e.g., Technology, Retail, Finance) sector is a plus.
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Customer Service & Helpdesk Manager
Posted 8 days ago
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Responsibilities:
- Lead, train, and motivate the customer service and helpdesk team.
- Develop and implement customer service policies and procedures.
- Manage ticket queues, ensuring timely and accurate issue resolution.
- Monitor key performance indicators (KPIs) for customer service and helpdesk operations.
- Analyze customer feedback and identify areas for improvement.
- Collaborate with other departments to resolve complex customer issues.
- Implement and manage helpdesk software and tools.
- Ensure the team provides a consistently high level of customer satisfaction.
- Develop and deliver training programs for support staff.
- Contribute to the continuous improvement of support processes and workflows.
- Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience).
- Minimum of 4 years of experience in customer service or helpdesk roles, with at least 2 years in a supervisory or management capacity.
- Proven experience in managing remote teams.
- Strong understanding of customer service principles and best practices.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
- Ability to analyze data and make informed decisions.
- Problem-solving and conflict resolution skills.
- Customer-centric mindset and a passion for service excellence.
Senior Customer Service and Support Manager
Posted 3 days ago
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Job Description
The ideal candidate will possess a deep understanding of customer service best practices, strong leadership abilities, and a proven track record of improving customer retention and loyalty. You will be responsible for overseeing daily operations, training and developing support agents, implementing quality assurance measures, and collaborating with other departments to resolve customer issues. Your strategic vision and operational excellence will be key to driving customer success.
Key Responsibilities:
- Oversee the daily operations of the customer service and support department, ensuring efficient and effective service delivery.
- Lead, coach, and develop a team of customer service representatives and support agents.
- Develop and implement customer service policies, procedures, and performance standards.
- Monitor customer interactions and quality metrics, providing feedback and coaching to team members.
- Analyze customer feedback and support data to identify trends, issues, and areas for improvement.
- Collaborate with other departments (e.g., Sales, Product, IT) to resolve complex customer issues and enhance the overall customer experience.
- Develop and deliver training programs for new and existing team members.
- Manage customer service tools and technologies, ensuring optimal utilization.
- Prepare regular reports on key performance indicators (KPIs) such as customer satisfaction, response times, and resolution rates.
- Champion customer-centric initiatives throughout the organization.
- Handle escalated customer complaints and resolve critical issues effectively.
- Contribute to the development of knowledge base articles and support documentation.
- Stay current with industry trends and best practices in customer service and support.
- Manage the department budget and resource allocation effectively.
- Foster a positive and productive team environment.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5-7 years of experience in customer service management or a related leadership role.
- Proven experience in managing and motivating customer service teams.
- Strong understanding of customer service principles, metrics, and best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in using CRM software and customer support platforms (e.g., Zendesk, Salesforce Service Cloud).
- Ability to analyze data and generate actionable insights.
- Experience in developing and delivering training programs.
- Strong organizational and time-management skills.
- Ability to work effectively in a hybrid work environment, balancing remote and in-office responsibilities.
- Experience in the (Industry - e.g., technology, telecommunications) sector is a plus.
- Demonstrated ability to handle difficult customer situations with professionalism and empathy.
Customer Service Representative
Posted 1 day ago
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Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide information about products and services, resolving customer issues effectively.
- Troubleshoot customer problems and guide them through solutions.
- Process orders, returns, and exchanges as per company policy.
- Maintain accurate customer records and document all interactions.
- Escalate complex issues to the appropriate departments or supervisors.
- Follow communication scripts and company guidelines when handling different topics.
- Identify customer needs and help customers use specific features.
- Gather customer feedback and report on trends or recurring issues.
- Continuously improve knowledge of products, services, and policies.
- Assist in training new team members as needed.
- Contribute to a positive and collaborative team environment.
- Achieve performance goals and KPIs related to customer satisfaction and resolution times.
- Manage and organize a high volume of customer interactions efficiently.
- Ensure a high level of customer satisfaction and build customer loyalty.
Qualifications:
- High school diploma or equivalent; college degree preferred.
- Proven customer support experience or experience as a client service representative.
- Excellent verbal and written communication skills.
- Strong active listening skills and ability to empathize with customers.
- Proficiency in CRM systems and help desk software.
- Ability to multitask, prioritize, and manage time effectively.
- Patience and a calm demeanor when dealing with difficult customers.
- Self-motivated and able to work independently in a remote setting.
- Reliable internet connection and a suitable home office environment.
- Familiarity with MS Office Suite.
- Ability to learn quickly and adapt to changing processes.
- Positive attitude and a passion for providing excellent service.