Customer Care And Services Manager

Who we are:

GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home-grown brands across sport, everyday goods, health and beauty, properties and logistics sectors. Under the ownership and management of the Baker family for over 45 years, GMG is a valued partner of choice for the worlds most successful and respected brands in the well-being sector. Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands across 12 countries. These include notable home-grown brands such as Sun & Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, and international brands like Nike, Columbia, Converse, Timberland, Vans, Mama Sitas, and McCain.

Role Summary:

The incumbent as CCS Manager is responsible for overseeing and managing the after sales services including products’ delivery to customers, leading the customer service team, managing customer queries, resolving escalated issues while ensuring high quality service to maintain the highest level of customer satisfaction, and developing strategies to enhance service standards.

Responsibilities:

• Lead the customer service team and ensure all team members provide outstanding customer experience and adhere to company service standards.
• Handle customer complaints and escalated issues professionally and promptly to improve customer satisfaction.
• Manage and oversee the coordination of any deliveries to customers after sales.
• Monitor and analyze customer complaints and propose effective actions to resolve, reduce future complaints and enhance service level.
• Ensure the quality of services offered to customers as per internal standards and identify areas for improvement.
• Train staff on product knowledge, return/exchange policies, and customer engagement techniques, and propose any training needs to management.
• Collaborate with store leadership and internal teams to support the implementation of customer service initiatives, promotions, events, and any new or existing projects.
• Participate in developing customer care service policy and procedures and ensure compliance with the set standards.
• Audit and report on customer service levels by identifying improvement opportunities and ensuring adherence to company standards.
• Prepare and submit periodic reports to management on customer service performance and KPIs.
  
  

People Management:

The incumbent is responsible for setting clear objectives and performance targets in collaboration with team members, ensuring alignment with overall organizational goals. This role involves actively mentoring, guiding, and providing direction to the team to cultivate skill development, operational efficiency, and continuous improvement. The incumbent applies structured performance management practices to monitor progress, troubleshoot issues, and drive the team towards achieving periodic KPIs. Through strategic oversight and regular feedback, the incumbent fosters a results-oriented environment, empowering the team to meet and exceed established benchmarks while supporting both individual and collective growth.

Functional / Technical Competencies:

• Strong leadership and team management skills.
• Excellent problem-solving, communication, and interpersonal skills.
• Multitasking, highly organized, and ability to remain calm under pressure.
• Customer service oriented.
• Proficiency in point-of-sale (POS) systems and customer relationship tools.
• Proficiency in MS office and ERP system.

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