Job Details
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Job Description
Job Purpose:
- Ensure and enhance all RCC clients satisfaction level by managing all client related systems that includes
- managing client feedback and monitoring client satisfaction levels
Key Responsibilities:
- Conducts annual and semiannual client satisfaction surveys.
- Responds to client escalated negative feedback and working on complaint handling till closure according to the respond and closure on time.
- Preparing in depth analysis identifying root causes on drivers of client satisfaction and dissatisfaction.
- Works collaboratively with all concerned parties on all organizational level to resolve client’s complaints.
- Reports project, site and department related client negative feedback to concerned parties.
- Reports to management consolidated feedback reports on monthly, quarterly and annual basis along with the action plan progress.
- Maintain ongoing communication with the management and all concerned parties regarding any client related feedback/recommendations that requires actions.
- Works on enhancing ARP to meet client business requirements.
- Responsible for following up on client related action plans on all organizational levels.
Job Requirements
Required skills, expertise & Knowledge:
Functional Level:
- Very Good Command of Microsoft office.
- Very good Business Writing Skills
- Operational Knowledge
Business Level:
- Understanding of client’s requirements and satisfaction needs.
- Understanding of the company statement of direction.
- Awareness of Raya Culture and Values
Interpersonal Level:
- Adaptability
- Interpersonal Skills
- Delivering Results
- Continuous Learning
- Internal/External Focus
- Problem Solving.
- Differing Situations requiring the identification of issues, the application of judgment and the selection
- of solutions within the area of expertise and acquired knowledge
Educational Background:
- University Degree.
Professional Experience:
- 3-5 years of work experience in the contact center industry.
Language Skills:
- Fluency in both English & Arabic