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Experience
5 - 10 Years
Monthly Salary
AED 15,000 - 20,000 ($4,051 - $5,401)
Job Location
Education
MBA/PG Diploma in Business Mgmt(Marketing)
Nationality
Any Nationality
Gender
Any
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
1. Team Leadership & Development
Lead and motivate Customer Happiness Centre and Ecommerce B2C teams.
Build a high‑performance, customer‑centric culture.
Conduct performance evaluations and support team development.
2. Operational Management
Manage daily operations of call centre and Ecommerce B2C.
Track and improve KPIs (Service Level, NPS, response time, abandoned calls, order accuracy).
Ensure effective workforce planning and scheduling.
3. Customer Experience Enhancement
Maintain high customer service standards across all channels.
Handle escalated customer issues promptly.
Implement initiatives to improve overall customer satisfaction.
4. Process Improvement
Identify inefficiencies and implement improvements.
Streamline workflows and optimize order fulfillment.
Collaborate with cross‑functional teams to enhance customer journey.
5. Technology & Tools Management
Oversee CRM, ecommerce platforms, and customer service tools.
Recommend and implement system upgrades.
Ensure smooth integration and platform functionality.
6. Reporting & Analytics
Prepare and analyze performance reports.
Identify trends, risks, and improvement opportunities.
Drive data-based decision-making.
7. Compliance & Quality Assurance
Ensure compliance with policies, safety, and regulatory standards.
Maintain service quality through QA programs.
8. Budget & Resource Management
Develop and oversee departmental budgets.
Monitor costs and ensure efficient use of resources.
Desired Candidate Profile
Bachelor’s degree in Business Administration, Management, Marketing, or a related field.
5–7 years of proven experience managing call centre operations.
Strong knowledge of customer service practices and ecommerce processes.
Excellent communication, leadership, and interpersonal skills.
Skilled in problem-solving, decision-making, and conflict resolution.
Proficient in performance management and coaching teams.
Medium proficiency in Excel and PowerPoint (reporting, dashboards, presentations).
Analytical mindset with ability to interpret KPIs and operational data.
Ability to manage multiple priorities and perform under pressure.
Tech‑savvy with experience in CRM systems and Ecommerce platforms.
Customer‑focused mindset with commitment to service excellence.
Employment Type
- Full Time
Department / Functional Area
Keywords
- Call Center Management
- Problem Solving
- Conflict Resolution
- Process Improvement
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Mai Dubai LLC
Mai Dubai is a leading and well-recognized bottled water company in the Region, known for its high-quality drinking water, advanced sustainable production, and strong presence across retail, home delivery, and international markets.
Chirag Rao - Recruitment Specialist
Dubai, United Arab Emirates (UAE)
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