JOB DESCRIPTION / ROLE
About the Company
ADNOC Distribution is on a journey to change the retail landscape, delivering tangible actions to facilitate progress in providing sustainable mobility solutions for our customers. We are taking bold and transformative steps to grow our domestic and international footprint for our customers. We are customer-centric, offering digitally enabled journeys and providing innovative products and services to drive accelerated and sustainable development for the future of mobility. ADNOC Distribution markets, sells, and distributes transportation fuel to both retail and commercial customers. We also run non-fuel services at our service stations.
About the Job
- Responsible for assessing the quality of the performance of ADD call centre agents who deal with existing as well as potential customers.
- Oversee the quality of emails or phone calls being replied to assess the associate's demeanour, technical accuracy, customer service performance and conformity to company policies and procedures.
- Support the establishment to develop and drive quality customer centric call centre operations in line with defined quality standards and the customer experience service strategy of ADNOC Distribution.
- Provide subject matter expertise and develop & conduct training materials and programs in line with the overall customer experience strategy to create a performance driven and customer centric culture within call centre operations.
- Collaborate effectively with internal key stakeholders to understand key performance related issues and optimise customer service level improvements and recommend solutions.
- Manage audits, monitor and provide status of customer care, technical support, case management and escalations, and operational trends and process improvement needs.
Key Accountabilities
- Mentor call centre agents and team leaders on how to monitor field quality issues and develop plans of action on how to address any gaps to achieve quality standards.
- Provide overview and recommendations for associated operational management processes and quality audit programs to create a performance driven culture focusing on attention to quality.
- Assist with the development of customer care operations KPI dashboard to manage and trend operational performance and benchmarking.
- Develop and maintain the training curriculum and materials for customer care support operations in line with the business requirements and overall customer experience strategy and business plans.
- Provide supportive training and knowledgebase materials to provide reinforcement and up-training as required.
- Uses quality monitoring data management system to compile and track performance at team and individual level. Prepares and analyses internal and external quality reports for management staff review.
REQUIREMENTS
Minimum Requirements
- Bachelor Degree in Business Management, Marketing or equivalent.
- At least 8 years of experience in similar role including at least 3 years in call centre operations quality assurance.
- Excellent verbal, written and interpersonal communication skills.
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Focus on quality and customer service.
- Exceptional listening and analytical skills.
- Must be able to effectively deal with people at all levels inside and outside of the Company.
- Creative ability & writing proficiency.
- Ability to multitask and successfully operate in a fast paced, team environment.
- Must adapt well to change and successfully set and adjust priorities as needed.
ABOUT THE COMPANY
We are one of the world's leading energy producers, and a primary catalyst for Abu Dhabi’s growth and diversification.
We operate across the entire hydrocarbon value chain, through a network of fully-integrated businesses, with interests that range from exploration, production, storage, refining and distribution, to the development of a wide-range of petrochemical products.
Since 1971, we have created thousands of jobs, driven the growth of a diverse knowledge-based economy, and played a key role in Abu Dhabi’s global emergence.
Today, we continue to look for new and innovative ways to maximize the value of our resources, pioneering those approaches and technologies that will ensure we are able to meet the demands of an ever-changing energy market, and continue to have a positive impact on the Abu Dhabi economy for generations to come.
