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Careermidway.com | Today's Jobs in Oman

4/12/2011 09:10:00 PM  Asad Ali  No comments

Careermidway.com | Today's Jobs in Oman

VP Customer Services (Muscat)

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Interested in a great career opportunity at Muscat's premier property and leisure destination? VP Customer Services (CS-01) Core Responsibilities: - Develop and implement a deliverable CSM strategy which is aligned with the Wave Muscat's business strategy. Communicate and review CSM strategy, team member's objectives and performance measures. - Construct an annual Business Plan in line with the CSM strategy that contains the projects and initiatives for the CSM department. Prepare a complementary budget that outlines planned spending and investments required to maintain and develop the CSM function. - Assess the feasibility of customer segmentation and implement segmented service levels in order to better address the needs of the client base. - Develop and manage the Contact Centre Operation in order to support and deliver an effective CSM strategy. Drive a commitment to service quality which exceeds client expectations. - Work pro-actively with our customers to ensure that we are achieving their expectations. Undertake Mystery Shopping and maintain a Customer Satisfaction Index (CSI), make necessary service improvements as required. - Review and categorize customer complaints in order to identify and correct service issues. - Negotiate inter-departmental Service Level Agreements (SLA's) to ensure high service standards; monitor results to ensure compliance. - Ensure that professional and informative customer communications are sent out on a regular basis. - Work with Handover Managers to ensure that handover & snagging processes are maintained. - Ensure that all agreed CSM systems and processes are followed by the CSM Team. Evaluate the current state of CSM activity. Identify and prioritize CSM initiatives. - Enhance escalation plans (verbal and complaint handling processes) and plan improvements in customer care, based on customer feedback and management directions. - Liaise with The Wave Muscat Management team to identify and plan for future marketing campaigns or customer related activities which will impact on the call volumes. - Train, supervise, and motivate the CSM Team in order to deliver the industry standard for customer service excellence. - Provide support and coaching to Senior Team in International projects as appropriate. Highlight shortfalls in performance/ breach of policy or procedures with recommendations for remedial action to CEO. Qualification & Experience: - Bachelor degree in Business Administration/ Management or related field; an MBA is preferable. - 10 years experience working in a results driven service industry ideally from property, development or FM background. - Experience of working against set targets, service and quality levels. - Strong experience working within a customer service environments; proven track record of high levels of customer service delivery. Skills & Knowledge: - Strategic planning & ability to make sound business decisions - Passion for customer delight & delight & quality - A team player - Persuasive communication and influencing skills - Innovative & creative problem solving ability - Positive and motivated, objective oriented - Demonstrate drive & resilience - Ability to coach and develop others. The Wave, MUSCAT Closing date will be 7 days from today.


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