Client Services Representative Manager
Bahrain Institute for Pearls & Gemstones DANAT
منذ 5 يوم
source : tanqeeb

Customer Relationship Development :

  • Develop and maintain close business relationships with DANAT’s clients locally and internationally to ensure understanding of client and industry needs.
  • Drive the global client experience and develop strategies that deliver a differentiated and superior customer experience ensuring alignment with DANAT strategic priorities.
  • Serve as an escalation point for issues; provide guidance and resolution of issues as necessary e.g. client complaints.
  • Establish network of international gemmological and jewellery industry contacts.
  • Carry out client satisfaction surveys and reviews to help measure the level of customers satisfaction and improve the service.
  • Manage and train CSR staff to ensure quality and consistency of service to customers.
  • Maintain complete and accurate customer correspondence data.
  • Identify and develop problem solving methodologies to resolve customer issues and complaints.
  • Managerial Responsibilities and Duties :

  • Responsible for the development and implementation of DANAT’s internal and external procedures related to the department’s operations including the following units;
  • CSR, weights & measures, inventory control, logistics, photography and report production.

  • Establish the department’s short and long term financial and non-financial strategies, in line with DANAT’s overall goals and budget.
  • Develop and report KPIs for the department and maintain appropriate reports for effective decision making and corporate performance management by senior management
  • Schedule, supervise and coordinate the activities of personnel, ensuring that work meets established quality standards, regulations and is delivered on-time.
  • Ensure work environment, staff productivity, and quality priorities are addressed and optimized.
  • Maintain department productivity by monitoring workload of functional areas; identifying peak and slack periods; making operational or staffing adjustment.
  • Maintain CSR staff by recruiting, selecting, orienting, and training employees.
  • Manage CSR staff results by counselling and disciplining employees; planning, monitoring, and appraising job results.
  • Oversee and plan department operations in mobile / temporary locations e.g. on-site testing services at trade shows (nationally and internationally).
  • Oversee and ensure a proper work distribution between CSR department and other departments.
  • Technical Responsibilities and Duties :

  • Responsible for overall CSR department operations in coordination with the laboratory department.
  • Keep up-to-date with gemmology and jewellery industry developments e.g. competitors, regulatory requirements etc.
  • Maintain adequate inventory / supplies for the department units and ensure minimum waste.
  • Maintain the CSR department information system (FileMaker) by identifying information needs and problems (e.g. client data), recommending improvements;
  • establishing priorities; testing; writing user manuals; training employees; maintaining security and confidentiality and liaison with system database manger to develop necessary functionality in FileMaker system.

  • Complete operational requirements by scheduling and assigning employees; following up on work results.
  • Oversee and produce of all related reports e.g. Suggestion Report, Complaint Report, Weekly report and Monthly Report, etc.
  • Supervise and monitor distribution of job tasks within the Inventory Control department and ensure that testing process is taking place in line with the estimated completion date.
  • Responsible for facilitating and monitoring of shipment operations by ensuring a smooth processing through effective communication with internal and external parties.
  • Oversee incoming and outgoing shipment logistics and ensure that coordination with relevant department staff for respective shipments is properly managed.
  • Maintain accurate and up-to-date shipment records and ensure tracking them in line with relevant deadlines (locally and internationally)
  • Oversee the safe storage and tracking of items being passed to different individuals / departments as part of the testing process.
  • Maintains accurate and comprehensive inventory records and provides periodic inventory reports to management.
  • Provide input as and when required to facilitate audit processes, investigations, customer complaints.
  • Education :

  • Bachelor’s degree in business, administration, finance or other related area.
  • GIA Graduate Gemologist diploma and / or equivalent is required but training to achieve this qualification is available and will be provided.
  • Experience :

  • Minimum 5 years’ experience working in jewelry industry.
  • 5+ years in a management position leading customer service function.
  • Knowledge of applicable laws and regulations in Bahrain and internationally e.g. Customs laws.
  • Proven negotiation and dispute resolution skills.
  • Skills :

  • Strong understanding of operations in gemmological laboratory / organization.
  • In-depth knowledge of industry best practices and standards for gemmological laboratory i.e. report quality controls, calibration of weights & measures unit equipment etc.
  • Analytical / problem solving mind set.
  • Strong numerical and analytical aptitude.
  • Excellent attention to detail.
  • Strong business / industry insights and proven project management skills.
  • Excellent people skills, capacity to effectively interact with peers and superiors of different backgrounds.
  • Ability to work effectively in a team, developing a respectful and pleasant, yet committed and efficient environment.
  • Excellent organizational skills, time management skills and work ethic.
  • Proficiency in Windows, including MS Word, EXCEL, Outlook, Access and PowerPoint.
  • Excellent communication (verbal and written) and presentation skills.
  • A professional and approachable demeanor and the ability to interact with others with discretion and tact.
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