Job Overall Summary

Develop and define the performance and quality indicators and standards related to customer service; participate in the development and updating of customer service procedures and manuals; develop programs to maximize the quality and professionalism of customer service systems; identify the strengths, weaknesses and the extent of satisfaction with customer service systems; and prepare, present and keep the specialized documents and reports related to customer service.

Main Responsibilities

- Conduct the specialized studies and analyzes with the aim to develop and identify key performance indicators as well as performance and quality standards in customer service, in coordination with quality management; and ensure a continuous follow-up to the work progress as required.
- Participate in developing and updating customer service procedures and manuals of all kinds, including customer contact details, receiving and responding to their requests and inquiries effectively, efficiently and professionally; and coordinate with the relevant departments in this regard.
- Develop advanced programs and innovative initiatives; ensure going beyond customer expectations and needs in terms of the quality and professionalism of customer service systems in order to build up an integrated model of customer service.
- Analyze the information and data to identify the strengths and weaknesses in customer service systems; analyze the customer satisfaction assessment results; identify the repetitive patterns of complaint content and gaps; and develop plans to address these gaps and complaints.
- Prepare the specialized documents and reports related to customer service; provide the appropriate recommendations and solutions; and display, clarify, and maintain them on the corresponding database, as per the approved policies and procedures.