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Voice of Customer Program Manager
3 months ago
The jobholder is responsible for overall management of the Call Centre ensuring agents are following the Group's standards in recording customer satisfaction surveys and responding to customers' needs and complaints.
He/she is the main driver for enforcing and enhancing the Group's culture of appreciating customers' feedback.This includes collating, analyzing, communicating customers' evaluation, complaints and suggestions regarding Automotive sales and services for maintaining, enhancing customer satisfaction and also following up on implemented changes.
Key Accountabilities:
Creates and updates the Call Centre "Knowledge Base" by documenting different call scenarios, corresponding routes, solutions and escalation levels for all incoming and outgoing calls based on industry standards and customer feedback to ensure that a standardize, consistent and efficient phone experience is being delivered to the customers every time.
Ensures all complaints are processed in accordance with agreed upon processes. Validates complaints closure with customers and reopens them where needed for appropriate resolution.
Coordinates with the Direct Marketing Specialist for communication of implemented actions to customers based on their feedback/suggestion to ensure maximum customer satisfaction.
Monitors, investigates and redefines escalation processes in coordination with respective BU when already defined resolution time for any customer complaints is not respected.
Manages and defines case priorities, categories, workflows, recipients and corresponding resolution time for each case type. Shares insight generated about customers' feedback and actions taken by the business units, with the marketing department foArabic - Fluent / Excellent
English - Fluent / Excellent Own a CarAnyHave Driving LicenseAny Job Skills
Qualification3 years university degreeExperience3 years (plus) as a Call Centre Supervisor or Customer Research Specialist with strong experience of handling diverse group of people is compulsory; preference would be given to a Call Centre Supervisor.
Knowledge And SkillsStrong command over MS Office,Fluent with written and spoken Arabic and English,Self disciplineOrganizationDelegation and team motivational skills.Attention to detailsAnalytical and problem solving skills.
Conflict management skills
About The Company Al Fahim Group is one of Abu Dhabi's most successful family businesses.
The company was founded by the late Abdul Jalil Al Fahim in 1958, a visionary entrepreneur who led the company until his death in 1996.
Today, it continues to be directed by a board composed of eight brothers, intrinsically motivated to preserve and enhance the business seeds sown by their father - for the good of the country, and their compatriots.
As Abu Dhabi moves forward, Al Fahim Group continues to support the country's progress by servicing the needs of the new economy with excellence and quality - whether providing safe, reliable service and support to fuel the continued growth of Abu Dhabi's oil and gas fields; distributing top-quality, luxury cars to ensure its residents have the ways and means to travel the roads in comfort; building and managing world-class hotels and residences to accommodate a growing influx of tourists and residents; or investing in a board portfolio of local, regional and global interests to generate funds to support continued growth opportunities.
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