Customer Service Manager – Transguard , Dubai, UAE

Job Description
Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE’s most trusted business support and outsourcing provider and has a large, dynamic and culturally diverse workforce with 50,000 employees! We are currently recruiting for a Customer Service Manager to be based out of Dafza,Dubai.

The Customer Services Manager will be majorly responsible to provide an excellent customer-oriented approach to Transguard Cash customers portfolio with a goal to manage the customer services team in an efficient and timely manner, to resolve queries, increase customer satisfaction and retention to meet their expectations.

Manage the customer service team, ensuring internal and external meetings, colleague engagement, development, and performance management.
Take ownership of customers issues, queries and addressing for resolution.
Maintain a track of customer issues, resolutions and lesson learnt.
Set a clear mission and deploy strategies focused towards that mission.
Develop service procedures, policies and standards with customer services domain.
To keep a track of all MIS reports, Customer Surveys and feedback through various channels.
Developing close working relationships with the customer’s key stakeholders and decision makers.
Engaging with concerned customer teams on regular basis for service review meetings.
Identifying new business and organic growth opportunities during service review meetings.
Working with internal stakeholders to meet customer requirements.
Working closely with customer services team and other departments to develop, introduce and implement new working practices to develop a continuous improvement culture.
Delivering customer services to ensure resolution of enquiries and complaints within short turnaround time.
Adhering to Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.

Communication Skills
Presentation Skills
Problem Handling Skills
Computer Skills including MS Office
Customer Service Skills
Customer Services Software

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