Officer - Customer Experience

2 weeks ago


Dubai, United Arab Emirates UAE Geneal Civil Aviation Authority Full time

**Customer Experience Delivery**
- Receive, process and verify the accuracy of service requests from customers utilizing the authority’s internal CRM system, tools, service Request forms.
- Maintain customer service requests and/ or customer information files and communicate changes to the appropriate personnel/business units.
- Follow up with back-office staff on fulfilment of service request as per the specified Service Level Agreements
- Support the call center vendor by providing all required information from GCAA.
- Maintain and administer the process through which customer enquiries/requests/suggestions/complaints are forwarded, analyzed, tracked and managed
- Support the management of the key customer accounts and ensure to solve their issue and requirements.
- Maintain formal and in formal communication channels with customer segments in order to facilitate new customer reach out channelsConduct awareness programs or sessions to all customers in cooperation with concerned business units on digital platforms and communication channels provided by GCAA**Customer Profile Management**Service Delivery Channels / e-Channels**

Identify and report any abnormalities or issues with the service delivery channels as and when noticed or reported by the customer

**Methods, Tools and Automation**
- Maximize the use of tools and automation as provided by Customer Happiness management to enhance customer experience**Reports**

Ensure that all functional reports are accurate and prepared/shared with the management in a timely manner as per GCAA requirements and quality standards.

**Quality, Health, Safety, & Environment**

Oversee and ensure compliance to all relevant QHSE management policies, procedures and controls across the unit to ensure that GCAA provides a safe, secure and environmentally responsible service to its stakeholders and internal staff.

**Other Tasks/ Accountability**
- Perform additional tasks relevant to the role / area of expertise as requested by the management to be able to achieve the objectives/commitments.



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