HEAD OF CUSTOMER EXPERIENCE UAE DUBAI ( MUST BE In DUBAI RIGHT NOW)

Roles and Responsibilities

To manage and inspire the Customer Engagement Team and your peers in other departments to elevate the customer service across all channels, above and beyond accepted industry standards.

Reporting Operations Director

• To manage the processing and quality control of all orders, setting and managing the team to meet internal KPI’s.
• Maintain the highest levels of customer communication across all channels with a view to hitting 100% first call resolution
• Manage the process for undelivered items aspiring to a 0% return rate
• Constantly monitor and improve the returns and cancellations process with a view to ensuring that returns are picked up and processed within 48 hours
• Collaborate with other departments (Content/Buying) to ensure that up to date custom...