Purpose:
Provide an excellent service to meet Customer service satisfaction and manage all inquiries and complaint requests coming directly from customers, ensuring that concerns are fully understood and addressed comprehensively and quickly in way that is positive and helpful for customers, and minimizing further issues. Also, ensuring that all division is complying with SAMA's Guidelines. Within the organization policies and procedures.
Main Duties and Responsibilities:
- To provide a customer-focused and responsive service for all customers you assist with a complaint, Members Enquiry, complex/escalated issue reviewing/ investigating and responding to all concerns raised in a way that is positive and helpful, maximizing early resolution of issues, minimizes further problems for customers and keeping customers updated at all times
- To contact complainants as early as possible to ensure that their concerns and desired
- outcomes are fully understood, managing expectations early on where this required.
- Prepare solutions for customers complains and requests to ensure that all customer are being addressed and resolved.
- Follow up on all customer inquiries/ complaints through reports in order to ensure they have been resolved by creating metrics to avoid any delay and enhance customer satisfaction.
- Implement all guidelines, legality, policies coming directly from SAMA to avoid any penalties and to drive end-customer satisfaction
- Provide input to develop and implement policies, processes and procedures, identifying potential areas of improvement, to support the division.
- Ensure compliance with corporate requirements on adherence to policies procedures to promote a safe and risk-free environment.
- Improve the Complaints Quality Institute by monitoring the customer inquiries/ complaints through reports in order to ensure they have been resolved. to avoid any delay and enhance customer satisfaction.
- To assist effectively with persistent complainants who may display challenging behaviors -
- including early escalation to managers where required
- To assist with the completion of regular complaints & correspondence reports, by collating
- information from supporting systems and assisting with commentary if required.
- To develop and maintain knowledge of other services to ensure you support customers and other services in the most effective way
Qualifications:
- Bachelor's Degree Required.
