Senior Executive Customer Experience Seddiqi Holding Dubai

Seddiqi Holding is looking for a Senior Executive Customer Experience in Umm Al Sheif, Dubai, UAE to provide administrative & supervisory support, assist the VOC Executives on their day-to-day operational matters and manage escalated cases distributions to ensure smooth functioning with high level of customer satisfaction. As a member of the customer experience team, this role also conducts customer satisfaction surveys with Sales and After Sales customers, manages data distribution, receives, collates and follows up on customer comments, reviews, and complaints through various channels and responds to them, and where needed further escalates to the concerned department’s representative for additional resolution. This is a Senior level full time job. And salary can range between 10000-20000 AED/month.

Responsibilities of Senior Executive Customer Experience

• Operational: Take ownership of escalated customer issues, ensuring timely resolution while providing excellent service.
• Monitor and highlight concerns including productivity, performance and/or call load split to the line manager for appropriate actions/follow up.
• Upload the needed data to initiate feedback collection, based on the agreed internal SLA to meet the internal stakeholder’s expectation.
• Uploading customer experience collected data based on the agreed frequency to reflect on the business dashboards to socialize insights on customer feedback.
• Analyze customer feedback to identify trends, issues, and opportunities for improvement. Flag any identified data accuracy issues to the concerned team members to act more accurate and better consolidated findings.
• Provides induction and orientation to all new team members on all VOC Team tasks including the currently systems (SIMS and Altitude) as well as any new system to ensure maximum productivity.
• Monitor and escalate tasks pending action from other parties, after 1 working day of initial recording and liaised with Brand team and other internal departments or boutiques on required actions or additional approvals
• Assists the line manager when required in briefing the team on a daily basis on important issues/highlights for optimized day-to-day operation.
• Provides inputs and recommended additions or updates to the line manager for the VOC SOPs to ensure complete, accurate and in line with best practice.
• Handles several types of enquiries coming via different channels, including telephone, email, website, SMS, social media and voice mail. To ensure customers are responded to efficiently, and consistently within the defined SLA’s.

What you will do more

• Supervise the VOC daily operation ensuring the handling of all enquiry’s daily tasks in line with the defined SLA’s.
• Manages and registers complaints received internally and externally from clients by acknowledging clients and providing resolutions. While updating systems with necessary fields for complaints analysis.
• Monitors surveys campaigns and low rating triggers on ongoing basis to ensure that customers are given immediate responses and SLAs are adhered to.
• Ensure records remain updated and are readily available for any ongoing customer communication or database analysis activities.
• Supports VOC Executives in handling interactions with difficult or complex customers or require in-depth knowledge about the Company’s products/services. To deliver the highest possible customer service.
• Follow up and Reporting: Highlights areas for training which would improve the operation of the team.
• Supervise the VOC Executives by generating and reviewing daily Team Performance reports escalate to the line manager. And extend support, training and guidance so that the department objectives and targets are met efficiently.
• Highlights to line manager process weaknesses and opportunities for improvement based on own. And team’s ongoing feedback and recommends solutions and corrective measures for ongoing improvement and better employee experience.
• Review the existing dashboards with a critical eye and suggest enhancements proactively that will improve the internal customers level of satisfaction.

Requirements for Role of Senior Executive Customer Experience

• Bachelors degree or equivalent.
• 1 to 3 years of job-related experience and minimum of 1-year contact center experience.
• Experience in a reporting role in a current or previous position, involving the sharing of volume, trends, and recommendations through the design of dashboards or reports.

Skills And Knowledge Desired

• Familiarity with statistical concepts and participation in Customer Journey Mapping activities.
• Basic knowledge of sentiment analysis and/or exposure to market research, survey design, and survey administration
• Bilingual (English/Arabic) communication skills.
• Knowledge on Microsoft Office Suite with advance excel skills.

Emiratization Coordinator Seddiqi Holding Dubai