Role Purpose:
Responsible for delivering the objectives of VIP &customer care unit and
ensuring the highest level of customer service possible. processing the
received complaints, handling cases related to VIP and Retention Model
members, and cases that need follow up, aligned with policies & procedures of
VIP &customer care team to maintain and enhance customer relationships and
meet organizational and operational objectives in line with the overall
company's service strategy.
Key Accountabilities:
1- Productivity: - Average of 35 cases per working day from work list - 1
complaint Case = 2 cases - 1 Referral Case = 2 cases. - 100% first case
resolution (FCR);
* By 31 of Dec, I would have maintained an average of 35 cases closed per day within KPIs. Cases will be rotated among the team and will include the following: Normal work list: 32 cases per day, Complaint Cases: 1 = 2 cases from work list, Referral Cases = 2 cases from work list, NPS: every engagement with member will get at least 9 in NPS score.
2- Quality: A minimum of 95% achievement of quality score;
* By 31st Dec, I would have maintained a minimum of 95% of quality score (Average total score of TQM checking and internal quality checking for all closed cases by following the correct process shared by management, also ensure proper rectification to any error after notified by DM and by confirming fully understanding to the error and affirmation for non-repentance in the future.
3- Process Enhancement: 1 valid and implemented Kaizen Idea;
* By 31 Dec, I would have submitted and implemented 1 approved Kaizen through preparing the PID if applicable and Kaizen template applying all needed analysis and figures that reflects the impact of my Kaizen implementation or enhancing the processes, reducing work load and improving customer experience
4- Service Level: A minimum of SL 93% should be achieved;
* By 31 of Dec, I would have maintained a minimum of 93% Service level in order to ensure 100% first case resolution (FCR).
Date Posted: 2022-06-09-07:00 Country: Saudi Arabia Location: Otis Elevator Company Saudi Arabia Ltd, 11th Floor, Tower B, Zahran Business Center, Prince Sultan Street, Salamah District, Jeddah, Saudi Arabia Callcenter Agent responsible for attending the Callbacks through OTIS line, Distribution of…
**Job Details** ## **Job Summary:** ## **Handle customer sales and service inquiries and complaints through our phone, email, and chat channels.** ## **Main Responsibilities:** * ## **Answer inbound calls and ensure customer satisfaction.** * ## **Register customers ' sales leads and servi…
**Requisition ID** 45607 **Position Type** FT Permanent **Recruiter** #LI-SSM1 **Posting Type** LI ## **About Kerry** Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tast…
Role Summary The incumbent is mainly responsible for providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group’s products and services and encouraging customers to incre…
Date Posted: 2023-03-22 Country: Saudi Arabia Location: Otis Elevator Company Saudi Arabia Ltd, 11th Floor, Tower B, Zahran Business Center, Prince Sultan Street, Salamah District, Jeddah, Saudi Arabia Callcenter Agent responsible for attending the Callbacks through OTIS line, Distribution of calls…
**Customer Centricity** Own Fill rate on time and management process required to ensure delivery of agreed service levels and targets. Design and deploy SOPs for customer service and ensure standard implementation across all regions Ensure ontime and efficient Order to cash cycle for region/custome…
**Company description** Come help us create a better everyday life for the many people. That 's the IKEA vision. We do that by offering a wide range of home furnishings with good design and function at prices so low that as many people will be able to afford them. Do you value simplicity, cost-c…
We are looking for an Air Logistics Customer Care Specialist to join our Jeddah Office in Saudi Arabia. ## **Your Role** As a Customer Care Specialist you will be an important part of our Air Logistics Customer Care team within the Customer Care Location (CCL), responsible for direct interaction w…
We are looking for an experienced Customer Care Specialist, Air Logistics to join our Jeddah team. You should have air logistics experience and be a fluent in Arabic with excellent English communication skills. ## **Your Role** You will be part of a team within our CCL's - Customer Care Locations,…
#### **_Job Description:_** * _Serve customers at the cash desk_ _• Replenish goods on the entire sales area_ _• Check the availability and quality of goods_ _• Check expiration dates_ _• Label goods with the correct price tags_ _• Receive and store goods_ _• Carry out ongoing invent…