Customer Service Manager

Job description / Role

Overview

We are seeking a dedicated and experienced Customer Services Manager to lead our customer service team. The Customer Services Manager will be responsible for overseeing all aspects of customer service operations, ensuring the highest level of customer satisfaction, and continuously improving our service delivery processes. This role requires strong leadership skills, excellent communication abilities, and a passion for providing exceptional customer service.

Key responsibilities and accountabilities

Team Leadership and Management:

- Lead, coach, and develop a high-performing customer service team.
- Set performance goals and conduct regular performance evaluations.
- Foster a positive and collaborative team environment.

Customer Service Operations:

- Oversee daily operations of the customer service department, ensuring efficient and effective service delivery.
- Develop and implement customer service policies, procedures, and standards.
- Monitor and analyze customer service metrics and KPIs to identify areas for improvement.

Customer Satisfaction and Retention:

- Ensure a high level of customer satisfaction by addressing and resolving customer inquiries, complaints, and issues promptly and effectively.
- Implement strategies to enhance customer retention and loyalty.
- Gather and analyze customer feedback to inform service improvements.

Process Improvement:

- Continuously evaluate and improve customer service processes and systems.
- Implement best practices and innovative solutions to enhance service delivery.
- Collaborate with other departments to streamline processes and resolve customer issues.

Training and Development:

- Develop and deliver training programs to enhance the skills and knowledge of the customer service team.
- Keep the team updated on new products, services, and company policies.
- Ensure compliance with industry regulations and standards.

Reporting and Analysis:

- Prepare and present regular reports on customer service performance to senior management.
- Analyze data to identify trends and insights, and to make data-driven decisions to improve service.
- Track and report on key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.

Customer Relationship Management:

- Build and maintain strong relationships with key customers.
- Act as a point of escalation for complex customer issues.
- Work closely with call center, community management, business team, and CLM to ensure a seamless customer experience.

Requirements

- Bachelor's degree in Business, Communications, or a related field.
- Proven experience (typically 5+ years) in a customer service or customer support role, with at least 2 years in a supervisory or management position.
- Excellent leadership and team management skills.
- Strong communication and interpersonal skills.
- Ability to analyze data and make data-driven decisions.
- Proficiency in customer service software and CRM systems (e.g., Zendesk, Salesforce).
- Strong problem-solving and conflict-resolution skills.
- Ability to work effectively in a fast-paced, dynamic environment.
- Certification in customer service management (e.g., CCXP, CSM).

Unfortunately, due to the high number of responses we receive we are unable to provide feedback to all applicants. If you have not been contacted within 5-7 days, please assume that at this stage your application has been unsuccessful.

About the Company

MBC GROUP is the largest media company in the Middle East & North Africa region that enriches people’s lives through information, interaction and entertainment. In 2002, nearly a decade after the launch of MBC1 in London, in 1991, MBC GROUP moved its headquarters to Dubai Media City, United Arab Emirates.

Today, MBC GROUP includes over 17 leading TV channels: MBC1 (general family entertainment); MBC2 & MBC MAX (24-hour western movies); MBC3 (children’s edutainment with a mix of both local productions and western acquisitions); MBC4 (entertainment for young families with a female-focus); MBC ACTION (an indigenous adrenaline-packed channel targeting young males with local and homegrown productions); MBC VARIETY (Western films and general entertainment with uninterrupted broadcasting); MBC DRAMA (24/7 Arabic drama) & MBC+ DRAMA (a joint pay-TV channel between MBC and OSN); MBC PERSIA (general family entertainment dubbed and subtitled in Farsi); WANASAH (24-hour Arabic music channel); MBC MASR & MBC MASR2 (general family entertainment geared towards the Egyptian family); MBC BOLLYWOOD (delivering the freshest in Bollywood content geared towards the region via an Arabized interface); MBC USA (on “Dish Network” in the US); MBC IRAQ (a premium channel aimed at the entire Iraqi family), MBC5 (new satellite channel dedicated to the Maghreb); all of them benefit from MBC STUDIOS which produces the region’s most compelling premium content for cinema, television and on-demand platforms. MBC GROUP also includes two FM radio stations: MBC FM (Gulf music) and Panorama FM (contemporary Arabic hit music).

Furthermore, part of MBC GROUP is Shahid and its premium subscription-based service Shahid VIP, the world’s leading Arabic streaming platform, home to highly rated original productions from the Arab world, a wide range of exclusive movies and premieres, as well as the top watched live Arab TV channels.