Consumer Customer Success Manager
تفاصيل الوظيفة
**Purpose of the Job**The purpose of the job is to manage a unified, highly efficient end-customer experience via all end user dedicated channels within Aramex.**Responsibilities**:- Manage customer success and identify opportunities for improvement- Manage the daily operations of the consumer CS team & Contact Center team including effective resource management and plan areas of improvements and developments whenever required.- Heavy optimization and efficiencies, driving operating efficiency- Ability to deep dive into processes, identify bottlenecks, eliminate waste and pragmatically implement new ones- Investigate and solve customers' problems, which may be complex or long-standing- Provide guidance, direction and insight to the CS team leaders to ensure successful execution and management of new and existing processes.- Undertake the implementation of new automation and self-service technologies. - Ensure staffing, scheduling, and training processes are optimized.- Identify and address customer needs and challenges. - Monitor and enhance the overall CS team performance.- Set KPI's and conduct quarterly performance review.- Analyze sources of service failures, identify probable root causes and recommend solutions- Manage and achieve GCS service level and ensure proper timely resolution.- Identify training and propose training for direct reports.- Ensure high customer satisfaction level to retain customers**Job Requirements (Experience and education)**- Proven experience as customer success/service senior leader or similar position.- Ability to listening as well as communicate with the customer in a professional and service oriented way.- Demonstrate strong knowledge of process improvement, business transformation and project management methodologies.- Good problem-solving and decision-making skills.- Knowledge of performance evaluation and customer service metrics.- Knowledge on Control Tower setup and large team leading skills.- Ability to work independently with little supervision.- Proficiency in Microsoft Office and customer service software.- Excellent leadership and interpersonal skills with a problem-solving ability.- Outstanding written and verbal communication skills.- Bachelor's degree or equivalent**Company Overview**:Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world's most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex's DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.
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