Job closed
Ref: NP074-37
Job description / Role
Job Purpose:
• To build a service excellent culture amongst staff and To encourage service recovery understanding.
• To provide coaching and awareness sessions for frontline staff using all tools of communication
• To improve customer satisfaction level
• To enhance Customer Experience.
Key Accountabilities:
• End to end handling of complaints , follow up and resolutions and arrange for satisfactory resolutions with all involved parties.
• Highlight repeated complaints and work as team with involved units to investigate and define the root causes and propose action plans for improvement
• Ensures the effective usage of Complaints Handling System (CRM) to ensure complaints are captured and treated properly at all channels.
• Initiating revising of charges as a result of response from customers and SAMA
• Full responsibility for the compliance with internal and external regulations with regard to complaints handling
• Managing the effective reporting process for complaints – Categories, volume, types & SAMA related.
• Manage complaints’ investigation and initiate improvement if requires.
• Build Service recovery process and Calculate cost of complaints and report the same properly
Requirements
Minimum Qualifications:
• University degree or equivalent qualification.
Minimum Experience:
• 7 years’ experience in leading Customer Service function in service industry.
• Very high on emotional intelligence to deal with multi-cultural sensitivities.
• A detailed Knowledge of the theory and the practical side of “Delivery of Service” and valid experience of implementing these theories and creating a service culture within the organization.
• Leadership and strong interpersonal skills to coach and motivate staff at all levels to insure SQ indicators are met and initiatives carried out.
• A sound knowledge of market trends and benchmarking with competition with regards to service to develop competencies and improve higher level of service.
About the Company
Management Information Resource Associates - MIRA is an independent, UK and Bahrain based Consultancy Practice that offers business consultancy services and comprehensive business solutions across a wide range of industries, business sectors and government organizations. MIRA works on implementing lucrative partnerships with organizations which we believe have growth potential with the geographic focus on promising locations in the Middle East. Our approach balances the risks and builds on the region's untapped opportunities. We create tailor-made solutions that cater for organizations in the region, while enhancing international best practices and benchmarks.