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Opening for Senior Specialist- Customer Experience (Dubai, UAE)

Sunday, 25 August 2013
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1. JOB DETAILS:

Position Title:
Job Code :
JOB Location:
Senior Specialist- Customer Experience (Dubai, UAE)
UAEX/GHQ/Sr Specialist-Customer-Experience/DXB/006/2013
Dubai (UAE)

 

2. KEY ACCOUNTABILITIES:

Description

Complaint Management:

  • Responsible for compliant management and resolving the issues without any further escalation.
  • Identify the root causes of the issues and put forward proposal for improving the system and service to ensure that a long term solution is provided.

 

Touch Point Customer Query Management

  • Ensuring utmost visibility to customer touch points of the country to the target audience through various channels of communication.
  • Efficiently managing relationship with customers contacted through various touch points and ensuring timely response and closing the loops.

 

Customer Experience Measurements

  • Taking care of various initiatives like Satisfaction Surveys, Branch Assessments, Mystery shopping report analysis and identifying the customer satisfaction level and working on the improvement area by closely coordinating with the various process owners.

 

Customer & Staff Engagement Programs:

  • Plan and executive programs to encourage customers and staff to freely engage and improve the service culture. Share with us, Service with Verve, Celebrating Customer Service Week or month etc.

 

Continuous Improvement:

  • Aanalyzing statistics and other data to determine the level of customer service being provided to customers.
  • Assist in relaying customer feedbacks to the management and concerned functions to improve / incorporate changes in the procedures and processes.
  • Actively monitoring and identifying the ways in which the service could be improved and defining the benefits of making changes for the stake holders to implement.
  • From feedback of customers and work with Country Head & Training Heads to define the training needs and ensure these are implemented.

 

Customer Service improvement programmes

  • Successful running of programmes like Service Champion, Models of service Champion which aims at improving the service standards and motivating the staff. Continuously monitoring the process of these programmes and improving the same to best suit the current needs of the customers.

 

Records and Reporting

  • Maintaining all customer experience measurement records for regular audit purpose.
  • Periodical reporting of performance of various initiatives and their impact on customer service.

 

Team Management

  • Lead, motivate and manage key manpower to maximize productivity of the workforce.

 

3. QUALIFICATIONS, EXPERIENCE, & SKILLS: Define the skills, knowledge and experience specific to the job in question (includes generic skills)

  1. Post graduate in Business Management / Post graduate professional qualification.
  2. Good communication skills.
  3. High order of information processing and analytical decision making.
  4. Being Techsavvy
  5. Minimum 5-7 years in a Managerial role.
  6. Ability to produce creative ideas to improve customer service standards.
  7. Ability to lead and supervise teams and work under tight deadlines.
  8. Ability to managing processes and improving the same as per the dynamics of the market.

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