CustomerComplaintManager - 2863414

  • CustomerComplaintManager Jobs in Kuwait - 2863414

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Job Description

Over sees the daily operations of the Customer Complaint Department Responsible for executing customer service strategy, and owns all customer complaints Participates in assessing, communicating and reporting on various customer experience assessment and enhance CMS activities Ensures a healthy trend towards NPS (Net Promoter Score)

1) Manages, supervises and develops Customer Care agents
2) Monitors and follow-up with Retail management concerned with regard to all issues related to servicecomplaint resolution measures in order to uphold and maintain excellent services to customers
3) Manages and assists in MIS and other measurement tools to ensure services levels
4) Conducts, and creates training for CMS related areas and programs
5) Understands the full customer experience dimensions
6) Assists and identifies rewarding program and related functions
7) Issues Reports and conducts presentations relevant to the functional area
8) Oversees the internal website, keeping it updated and up and running
9) Assist the Dept Head in providing recommendations, goals, targets, and improvements for related areas for the purpose of achieving CMS Excellence and effective Complaint Management
10) Monitor and analyze client and customer satisfaction through available escalationcomplaint tools and survey results and ensure improvement initiatives are driven by customers expectations and requirements
11) Facilitate monitoring of service related processes and policies, identify areas for performance improvements, and coordinate implementation
12) Responsible for the day to day performance of program and business results across all service channels, using developed communication channels
13) Directs resources in the resolutionprevention of problems where necessary Prevention includes ensuring the proper performance monitors are in place for critical applications
14) Collaborate with stakeholders to establishimprove customer impacting policies and procedures utilizing best practices, external data and benchmarking tools
15) Identify industry trends and turn customer knowledge and insights into overall customer experience improvement plans
16) Maintain and optimize sales and servicing tools and applications for performance efficiency and quality across all customer channels
17) Assess and Integrate business changes into day to day operations across all customer channels
18) Produce comprehensive performance results summary by Product, Channel and Service area
19) Identify and coordinate strategies for Training QA to address performance gaps; monitor strategies once implemented to further increase productivity, service and reduce costs
20) Provides leadership and direction for direct reports to ensure that department results are consistent with company strategy and plan

Profile Summary

Type:Company Job

Eligibility:Bachelor's degree / higher diploma

Role:Customer Service

Industry:NGO/Social Services


Function:IT Software - DBA / Datawarehousing

Deadline:15th Oct 2024

Company Profile

Not Mentioned

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