Jobs in UAE - Regional Head of Customer Service IMEA _Adhesive Technologies at Henkel – UAE

Regional Head of Customer Service IMEA _Adhesive Technologies at Henkel – UAE

Job Description:

• Developing, managing & completing regional CS projects that will contribute to improved service levels, business growth, increased efficiencies and consequently reduced costs.
• Liaise with other functions to analyze customer feedback and develop programs effective for improved customer experience.
• Overall Regional CS team management: Disciplinary, appraisals, holidays, absences.
• Arranging training for & coaching all staff to ensure CS staff can provide top class customer experience.
• Measuring the adherence of CS teams to Customer Service strategic vision, working processes, business standards, CS KPIs, cost management & CNWC.
• Working with CS Managers to generate a robust framework to improve our end to end process, identifying & implementing improvement plans per country / area / unit, as required.
• Representing CS needs to the business that will improve cross-functional / departmental working & will lead to efficiency & service level optimisation.
• Managing A-IMEA CS structural & non structural cost budget.
• Running regular OTC process audits to detect gaps & then rolling out required gap closure initiatives.
• Working proactively to ensure all A-IMEA SHE objectives are achieved, whilst ensuring customer service teams operate in compliance with SHE regulations.
• Focusing on eliminating & minimizing root causes of customer complaints, especially those related to customer service topics.
• Credit notes to be monitored, with Supply Chain related root causes being addressed with necessary improvement actions and systematically reduced & eliminated.
• Conceptualizing & improving the efficiency of our service offering to customers, by deploying automatic order entry tools such as EDI’s & automatic portals, optimizing frequency of deliveries to customers & ensuring first time right customer communication.
• Deliver customer experience improvements measured by contact reduction (volume of calls/chats/emails to customer service) and customer satisfaction.
• Launching new and innovative channels for customer service including social media.
• Managing escalations and suggestions from Customer Service agents.
• Assisting Customer Service agents with technical and knowledge support.

Job Requirements:

Education:

• Master’s degree in Business Administration or relevant field with excellent academic results

Relevant Experience:

• At least 10 years of management experience in the Customer Service or Customer Experience field

Technical Knowledge/ Skills/ Training required:

• Ability to adapt, change and grow quickly.
• A true entrepreneur.
• Customer obsession in everything you do.
• Excellent people and time management skills with great attention to detail.
• Strong client facing and communication skills.

To Apply:
https://www.henkel.com/careers/jobs-and-application/1042718-1042718

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