Develop the strategic objectives & KPIs as per the Direct Manager directions in line with Company's overall approved strategy to achieve primary goals, in addition to setting individual objectives where applicable.
Aim at achieving the operating results of the customer service department and ensure that appropriate measures are in place to achieve targeted objectives, reduce risk and make accurate decisions.
Develop the Customer Services Department’s policies & processes in line with Company's standards and the state of Kuwait’s laws, and regulations and ensure proper implementation of the same.
Develop and implement customer service strategy which provides total customer satisfaction and meets Company's Corporate Objectives.
Ensure all customers have accurate and timely information about Company services and assure the reliability and validity of Customer complaint feedback and accurate customers files.
Manage all activities related to Call Centre function and direct the activities of Call Centre Staff. Identify and implement new working processes to improve the efficiency, effectiveness and quality of Customer Services.
Review reports of all customer complaints analyse the records to recognize customer’s complaint trends. Ensure Customer Service staff adhere to the privacy and dignity of customers and assure customer confidentiality at all times.
Conduct frequent quality assurance audits of Call Centre staff as well as ensure that the Call Centre staff meet the department policies and procedures.
Job Details Posted Date : 2020-05-26Job Location : Al Kuwait, KuwaitJob Role : Customer Service and Call CenterCompany Industry : Healthcare, other Preferred Candidate Career Level : ManagementDegree : Bachelor's degree