Customer Experience Manager

Job Description

At Deliveroo, we partner with local restaurants to deliver premium quality food to homes and offices. Deliveroo Dubai is looking for a professional and ambitious senior team member who is passionate about creating a superior customer service and has experience in managing teams.

Job Location: Dubai, UAE

Experience: Min 3 years of experience in Customer Service in the region

Working week: 5 days per week, includes one weekend day.  Includes evening shifts.

Duties and responsibilities:

• Monitoring the customer experience from order placement through to delivery completion. In this role, you must be operational as well as experienced in customer service to succeed.
• Constantly trying to improve the customer experience by analyzing operational performance
• Managing a team of customer service representatives. Regularly reviewing their performance and implementing training as required. This also includes motivating them and keep spirits high to ensure targets are met.
• Reviewing the current customer service operation and setting up new processes to streamline and improve the customer experience.
• Proactively liaising with drivers / restaurants to ensure orders run smoothly. Providing feedback to the rest of the Operations Team to ensure that all issues are resolved quickly.
• Investigating and resolving customer complaints and queries – particularly those of an escalated nature.

Skills

• Min 3 years of experience in Customer Service.
• Strong proficiency in English Language. Ability in Urdu or Hindi is a real benefit.
• Ability to remain calm under pressure.
• Eye for detail – it is very important that you can spot a problem before it is easily apparent
• Previous experience of managing a team.
• Excellent communicator who enjoys working with people of different nationalities and background
• Ability to use Microsoft Office

Job Details

Ref.:

JB3400762

Job Location:

Dubai, United Arab Emirates

Company Industry:

Distributions and Logistics

Company Type:

Employer (Private Sector)

Job Role:

Customer Service

Employment Status:

Full time

Employment Type:

Employee

Monthly Salary Range:

$2,000 - $3,000

Number of Vacancies:

1

Preferred Candidate

Career Level:

Mid Career

Years of Experience:

Min: 2 Max: 5

Residence Location:

Dubai,United Arab Emirates

Gender:

Female

Nationality:

South Africa; Zimbabwe

Degree:

Unspecified