Company Overview

Job Description

 Establish and define performance and quality indicators and standards for customer service; participate in developing and updating customer service procedures and manuals; develop programs to maximize the quality and professionalism of customer service systems; identify strengths and weaknesses in customer service systems and customer satisfaction; and prepare, present, and maintain specialized documents and reports related to customer service.

Responsibilities

Administrative Responsibilities:

• Develop and present a work plan to ensure efficient and effective workflow.
• Ensure that the production plan is aligned with the direct manager’s or supervisor’s instructions.

1. Execution: Ensure that the approved work plan is implemented in accordance with the established targets and execution/closing dates.
2. Reports: Ensure that reports on actual performance compared to the plan are submitted in accordance with the approved reporting mechanism of the department, section, or function.
3. Coordination: Ensure effective coordination and communication with various departments and sections to serve the organization’s best interests.
4. Assets: Ensure the preservation of company assets under your responsibility and management.
5. Reputation: Ensure the maintenance of the company’s reputation in accordance with your job position and worksite.
6. Development: Participate in development activities, whether related to systems or personnel, as appropriate to the nature of the job.

Technical Responsibilities:

Ensure the effective execution of technical tasks related to the job, prioritizing tasks from most important to less important and completing them efficiently while considering time, cost, effort, and accuracy, in accordance with operational manuals and departmental policies, as follows:

• Conduct specialized studies and analyses to establish and define key performance indicators and performance and quality standards for customer service, in coordination with the Quality Department, and ensure continuous monitoring to maintain the required workflow.
• Participate in developing and updating customer service procedures and manuals, including different customer service types, customer contact details, and the effective, efficient, and professional receipt of and response to customer requests and inquiries, in coordination with the relevant departments.
• Develop advanced programs and creative initiatives and ensure that customer needs and expectations are exceeded in terms of the quality and professionalism of customer service systems, with the aim of building an integrated customer service model.
• Analyze information and data to identify strengths and weaknesses in customer service systems, analyze customer satisfaction evaluation results, identify recurring patterns in complaints and service gaps, and develop plans to address and close these gaps.
• Prepare specialized documents and reports related to customer service, provide appropriate recommendations and suitable solutions, present and clarify them, and maintain them in the relevant database in accordance with approved policies and procedures.