وظائف Floward  في عمان ,الاردن

About the job

Role Summary

As the Customer Service Manager at Floward, you will play a critical role in ensuring exceptional customer experiences and driving the strategic direction of the customer service team. You will be responsible for leading customer service team leads, setting strategic goals, and executing initiatives to enhance customer satisfaction, loyalty, and operational efficiency. This role requires a strong combination of strategic thinking, leadership skills, and a deep understanding of customer service principles.

Responsibilities:

1. Strategic Leadership:

• Develop and implement a comprehensive customer service strategy aligned with Floward’s overall business objectives.
• Drive continuous improvement initiatives to enhance the efficiency and effectiveness of customer service operations.
• Collaborate with cross-functional teams to align customer service strategies with marketing, sales, and operations goals.

2. Team Management:

• Lead and mentor a team of customer service leads who supervises representatives, providing guidance, coaching, and performance feedback.
• Foster a positive and collaborative team culture that values open communication, innovation, and growth.
• Ensure the team is well-trained, motivated, and equipped to deliver exceptional customer support.

3. Customer Experience Enhancement:

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• Monitor customer interactions to identify trends, issues, and areas for improvement in service quality.
• Develop and implement strategies to enhance the overall customer experience, including personalized service approaches and problem resolution techniques.
• Analyze customer feedback and data to identify opportunities for service improvement and customer satisfaction enhancement.

4. Process Optimization:

• Establish and refine customer service processes, ensuring seamless interactions and timely issue resolution.
• Implement tools and technologies that enhance customer service efficiency, such as CRM systems and communication platforms.
• Measure and analyze key performance metrics to track the effectiveness of processes and identify areas for optimization.

5. Escalation Management:

• Handle escalated customer issues, demonstrating strong problem-solving skills and an ability to diffuse challenging situations.
• Collaborate with relevant departments to ensure swift and effective resolution of complex customer concerns.

6. Data-Driven Decision Making:

• Utilize data and analytics to make informed decisions, set performance benchmarks, and identify trends that inform strategic initiatives.
• Prepare and present regular reports on customer service performance and trends to senior management.

7. Stakeholder Collaboration:

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• Work closely with marketing, sales, and operations teams to align customer service efforts with broader company goals.
• Collaborate with product teams to relay customer feedback, contributing to product enhancement and development.

Requirements:

• Bachelor’s degree in Business Administration, Marketing, or a related field (Master’s degree preferred).
• Proven experience of at least 4 years in a leadership role within customer service, preferably in a fast-paced e-commerce or retail environment.
• Strong strategic thinking skills with the ability to translate vision into actionable plans.
• Exceptional leadership and team management abilities, with a track record of developing and motivating high-performing teams.
• Excellent communication, negotiation, and interpersonal skills.
• Analytical mindset, comfortable working with data to inform decisions
• Proficiency in using customer service software and tools, such as CRM systems and analytics platforms.
• Demonstrated experience in process optimization and continuous improvement.
• Ability to thrive in a dynamic, results-driven environment.

About Floward

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Floward is the leading online flowers and gifting company in the Middle East and the UK. Our company was founded in 2017, and within five years we expanded our operations to include nine countries. At Floward, we pride ourselves on creating a seamless and innovative experience for our customers and we love making the process of sending flowers and gifts as enjoyable as receiving them. We make sure to source our flowers daily from the best ethical growers and farmers around the world to create one of a kind stunning arrangements and plants that fit every occasion.

We are known for our flower arrangements, but we made great partnerships with local and international brands in all our communities to offer our clients a wide range of gifts including chocolate, perfumes, cakes, jewellery, and more.

Operating in 37 cities in nine countries across the MENA region and London, UK, we guarantee same-day delivery across the board through our own refrigerated fleet to ensure that gifts and arrangements arrive fresh to the customer.

To know more about us;

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