Customer Satisfaction Officer
6 days ago
**Role Objective**
Tracking and follow up on complaints raised by customers and coordinate with all relevant parties in order to provide positive feedback to the customer and resolving their complaints in a timely manner.
**Key Responsibilities/Accountabilities**
- Execute all assigned tasks and to ensure that these are executed efficiently, accurately and in a timely manner
- Report on the overall performance and work progress of tasks assigned
- Execute all customer facing transactions in line with the company customer strategy resulting in higher satisfaction and timely delivery of services
- Address customer needs, problems and requests in a timely manner
- Ensure the delivery of a world-class customer experience
- Support the customer focused culture minimizing disruption to impacted customers ensuring customers are kept informed
- Provide effective suggestions and solutions to solve customer problems, and identifies solutions where possible with cooperation with the Section Manager.
- Review and analyse customer suggestions on regard of business process and ensure possible implement it, and report it high management.
- Answer customers’ phone calls and provide assistance if needed and direct the customer to the concerned sections.
- Follow and ensure that complains are updated in a timely manner on the progress of their Complains, and the decision or action has been taken.
- Coordinate with the Corporate Communication & Legal offices for details of publications and articles containing complains to ensure responses to the same.
- Ensure communication and coordination with other departments in order to follow up on customer feedback and complaints.
- Ensure that the Complaint Handling Procedures and objectives are well established within the the company with full support and assistance of the department.
- Implement the company IMS policy, objectives and programs.
- Cooperate with other colleagues whenever needed and assure that all colleagues are informed to ensure better outcome of solving complains.
**Qualifications/Requirements**
- Bachelor's (preferred)
- Utility Sector: 5 years (preferred)
- Complaints Management/Handling: 5 years (preferred)
- Occupational Safety and Health (PPE): 5 years (preferred)
- Emergency and Evacuation Procedures: 5 years (preferred)
Ability to commute/relocate:
- Abu Dhabi: Reliably commute or planning to relocate before starting work (required)
**Education**:
- Bachelor's (preferred)
**Experience**:
- Customer Satisfaction Officer (Utility Sector): 5 years (preferred)
- Complaints Management/Handling: 5 years (preferred)
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