Job Description
Strategy
- Develop and promote strategies that enhance customer satisfaction, service excellence, and loyalty across all service channels.
- Foster a culture of accountability, quality, and continuous improvement within the Customer Care team through guidance and mentoring.
- Stay informed of emerging customer care trends, technologies, and regulations to adapt to practices and maintain compliance.
Operations
- Handle complex and VIP customer cases across headquarters, contact centers, service outlets, and digital platforms, ensuring professional and timely resolutions.
- Manage and oversee walk-in customer interactions, resolving escalated issues onsite and ensuring superior service delivery.
- Supervise CRM-registered cases, ensuring prompt coordination with relevant departments and compliance with the Customer Council Committee's directives.
- Collaborate with developers and technical teams to resolve system, platform, and automation-related customer issues efficiently.
- Coordinate with internal departments, government entities, and external partners to ensure timely and aligned responses to customer inquiries.
- Lead post–Customer Council sessions by tracking all related CRM cases, monitoring resolution progress, and submitting detailed reports to senior management.
- Oversee the closure of complaints and comments, ensuring compliance with service standards and alignment with customer and community expectations.
Product/Process Improvement
- Analyze customer satisfaction data, feedback trends, and service performance metrics to identify root causes and opportunities for improvement.
- Conduct regular performance evaluations, recommend training programs, and implement quality assurance frameworks to strengthen service outcomes.
- Monitor community satisfaction levels related to authority projects and coordinate with relevant sectors to ensure effective issue resolution.
- Prepare and submit periodic performance reports highlighting key achievements, challenges, and improvement actions.
Qualifications
- Bachelor's/master's degree in business administration, Analytics and Data Management, or related field
- 9+ years in case of master's degree (11+ years in case of bachelor's degree)
- Skilled in business requirements gathering and solution scoping
- Experience in managing and governing change processes
- Proficiency in complaint resolution and escalation handling
- Ability to analyze customer data and generate actionable insights
- Commitment to customer experience excellence and service quality
- Competence in conducting market research and benchmarking studies
- Strong data analysis and reporting skills
- Knowledge of innovation management and knowledge‑sharing practices
- Understanding of relevant regulatory standards and compliance requirements
- Proven project management and coordination capabilities
Job Category
Sales and Customer Service
Advertiser
Roads and Transport Authority
Department
Customer Happiness
Educational-level
Bachelor
Required Nationality
UAE Only
Monthly Salary
Unspecified
Schedule-Time
Full time
Job Posting
07/04/2026
Unposting Date
12/04/2026
