Customer Care Executive

Key Performance Areas (KPAs) & Principal Accountabilities:

Lead and manage a team of customer care executives to achieve exceptional customer satisfaction and loyalty.

Develop, implement, and monitor customer care strategies, policies, automation, and procedures.

Complaint Closure at Stores, Voice, E-Mails, and Social media as per SLA.

100% Closure of Consumer Complaints logged with respective Economic Departments Ministry of Economy - UAE to avoid fines
Queue Management System: Maintain Average served time for walk-in customers at the Customer Care desk
Customer Care Location Ageing Stock Monitoring and Reconciliation

Carry-In Warranty Repair performance Service Level TAT: For Hardware/software issues and spare parts

Conduct regular coaching, training, and performance evaluations to ensure customer care executives have the necessary skills and knowledge.

Develop and manage key performance indicators (KPIs) to measure customer care team performance.

ISO Compliance - as per Audit rating (SOP Compliance Store)

Requirements:

Experience (Yrs & Field): 8-10 years of handling Customer care

Educational Qualification Graduate
Professional Certifications Diploma in Hospitality - preferable

Skills & Abilities Communication Skills, Customer Servicing skills, Listening skills, Problem solving skills