Customer Service Manager

About the role

ABYAT is seeking a Customer Service Manager to lead its customer service and support functions across its retail locations in Qatar. You will be responsible for ensuring high levels of customer satisfaction, managing a diverse team, and coordinating with multiple departments to resolve issues efficiently.

Key responsibilities

• Manage the Customer Service and Customer Support team members.
• Monitor Customer Service and Hospitality teams on the store floor.
• Investigate and follow up on in‑store customer complaints with relevant departments.
• Monitor and review cases of customer returns.
• Ensure cleanliness and safety of the Playroom, Restaurant, and Prayer Rooms.
• Supervise the Cashiering Team, ensuring compliance with cash handling procedures and service standards.
• Analyze customer feedback, complaints, and service trends, implementing corrective actions.
• Coordinate with Sales, Operations, Warehouse, and After‑Sales teams for timely issue resolution.
• Establish and monitor KPIs such as satisfaction scores, resolution time, and team productivity.
• Lead coaching, training, and performance development programs for Customer Service, Hospitality, and Cashiering staff.

Required profile

• 6‑8 years of experience in Customer Service.
• Diploma or Bachelor’s degree.
• Strong leadership, communication, and interpersonal skills.
• Ability to work effectively with individuals, teams, clients, and staff.
• Demonstrates personal values aligned with the organization.

Required skills