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

Sunday, 25 August 2013
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Senior Specialist- Customer Experience (Dubai, UAE)
UAEX/GHQ/Sr Specialist-Customer-Experience/DXB/006/2013
Dubai (UAE)




Complaint Management:

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


Touch Point Customer Query Management

  • Ensuring┬áutmost visibility to customer touch points of the country to the target┬áaudience through various channels of communication.
  • Efficiently┬ámanaging relationship with customers contacted through various touch┬ápoints and ensuring timely response and closing the loops.


Customer Experience Measurements

  • Taking┬ácare of various initiatives like Satisfaction Surveys, Branch Assessments,┬áMystery shopping report analysis and identifying the customer satisfaction┬álevel and working on the improvement area by closely coordinating with the┬ávarious process owners.


Customer & Staff Engagement Programs:

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


Continuous Improvement:

  • Aanalyzing┬ástatistics and other data to determine the level of customer service being┬áprovided to customers.
  • Assist┬áin relaying customer feedbacks to the management and concerned functions┬áto improve / incorporate changes in the procedures and processes.
  • Actively┬ámonitoring and identifying the ways in which the service could be improved┬áand defining the benefits of making changes for the stake holders to┬áimplement.
  • From┬áfeedback of customers and work with Country Head & Training Heads to┬ádefine the training needs and ensure these are implemented.


Customer Service improvement programmes

  • Successful┬árunning of programmes like Service Champion, Models of service Champion┬áwhich aims at improving the service standards and motivating the staff.┬áContinuously monitoring the process of these programmes and improving the┬ásame to best suit the current needs of the customers.


Records and Reporting

  • Maintaining┬áall customer experience measurement records for regular audit purpose.
  • Periodical┬áreporting of performance of various initiatives and their impact on┬ácustomer 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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