Customer Experience Manager Required in Dubai - Dubai

Customer Experience Manager Required in Dubai

The Customer Experience Associate (QA) will be responsible for driving meaningful change to the customer journey across all channels and throughout the customer lifecycle by adhering to and implementing quality assurance policies, conducting tests and inspections, identifying challenges in production, process, and products and presenting relevant solutions.

*MUST BE NATIVE ARABIC SPEAKER



Reporting:-

Assistant Team Lead

Responsibilities:-

Interpret, build upon, and comply with company quality assurance standards across channels (telephone, electronically and face-to-face).
Document quality assurance activities with internal reporting and audits.
Drive Quality Assurance meetings with Team Leads to ensure scoring, insights and needed action are appropriately communicated to Associates.
Identify, prioritize, and operationalize customer experience gaps.
Carefully maintain complaint and nonconformance processing through records and tracking systems, including root cause, corrective actions and time frames.
Assist in the development of new standards for customer experience and service with improvements as needed, and create testing protocols for implementation across all service lines.
Identify training needs for customer support / experience associates and take action to ensure company-wide compliance.
Provide clear, actionable feedback for Associates to implement in order to improve individual Quality Assurance metrics.
Deliver monthly / quarterly updates on team quality assurance successes, misses, and trends.
During the high volumes on festive sale/event, he/she should be flexible to support the span by assisting the agents as a subject matter expert or work on live calls/chat/email/social media queries which can help the unit to reduce the pendency.
Flexible to work round the clock (including weekend and odd hours) basis operational requirement.
Flexible to extend the shift or work on the week off basis the requirement.

Skills/Key Competencies:-

Minimum 2 years of experience in Customer Experience
Strong written, verbal, and non-verbal communication
Ability to blend quantitative and qualitative data to drive insights into performance
Deep passion for overall customer experience
Highly organized, with exceptional time management
Critical eye and thorough attention to detail
Highly motivated and accountable self-starter

*MUST BE NATIVE ARABIC SPEAKER

https://ae.linkedin.com/jobs/view/customer-experience-manager-at-almighty-hrd-consultant-2932898272?

Posted on : 3 years ago, #114565, 15 views

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