Job description

§Identifying and assessing customer needs, planning and outlining a seamless and coherent customer experience, and ensuring satisfactionand adherence to the Authority and Dubai Government quality standards

§Building ongoing, sustainable relationships with customers through open and interactive communication and employing methods and tools that ensure accurate, correct, complete information is provided and used effectively

§Handling customer complaints and providing appropriate solutions and alternatives within defined timeframes, and following up to ensure optimal resolution in coordination with relevant regulatory units

§Keeping records of customer interactions and processing complaint-related documents and files

§Preparing and implementing policies, systems, and procedures related to suggestions and complaints and monitoring their application at the Authority level in coordination with related regulatory units

§Responding to customer inquiries and handling their suggestions and complaints in line with related guidelines, policies, and standards

§Analyzing root causes of recurring problems related to customer service and identify potential corrective actions in collaboration with all related regulatory units, and follow up on implementation and assess results

§Working closely with all related regulatory units to develop appropriate implementation plans for recommendations aimed at improving the level and quality of services provided and monitor their execution

§Working closely with all relevant regulatory units to prepare call scripts and FAQs from customers

§Managing the Customer Suggestions and Complaints System and coordinating and following up with all regulatory units to activate and apply the approved suggestions and complaints systems

§Supervising the contact center and reporting results, complaints, and suggestions received through it to the relevant regulatory units, and coordinating with all internal and external stakeholders to implement and monitor the closure of improvement plans related to customer feedback and the contact center

§Providing input for risk analysis and management related to the sector and developing risk-mitigating plans in coordination with the relevant regulatory unit in the Strategy Sector.

§Preparing and following up on the annual operational plan for the department, including projecting performance indicators, targets, projects, and programs, and identifying budget needs and submitting to the Department Manager for approval.

§Supervising the preparation, execution, and analysis of customer satisfaction measures and surveys periodically and comprehensively, ensuring results are used to develop and improve services, and outlining corrective plans with involved regulatory units, with detailed reports to senior management on customer satisfaction indicators and trends regularly.

§Supervising the design and implementation of training and awareness programs for frontline staff on customer service policies and standards and best government practices to enhance their ability to provide distinguished service, raise customer satisfaction, and ensure consistent policy and procedure application at all touchpoints.

§Proposing department policies and procedures in coordination with the Planning Department and ensuring their implementation and compliance.

§Preparing and presenting performance and achievement reports and preparing and submitting data and reports according to the standard procedures

§Proposing departmental improvement plans in light of Authority-approved quality and excellence standards

§Contributing and providing support and working on related files within the institutional innovation and excellence agenda and other possible institutional files to achieve the strategic plan

§Following up on applying the World Star rating system standards, implementing projects and initiatives arising from assessments in the center, and coordinating with other departments to meet system requirements

§Discussing center performance reports, results of mystery shopper studies, surveys, and happiness index observations, and proposing corrective actions

§Continuously following up on any notes related to improving service quality and customer happiness, implementing recommendations from the main team "Seven-Star Service Standard Compliance Team", compiling ideas for improvement and employee satisfaction, and proposing development initiatives

§Commitment to applying information security policies and procedures, maintaining data confidentiality, and informing the information security officer of any violations or breaches of approved policies

§Commitment to occupational safety and health policies and procedures and to the environmental management system policy applied at the Authority

Performing other duties related to the job as assigned.

Bachelor's degree in Business Administration or Customer Service Management or Customer Happiness Management or Marketing and Public Relations Management or equivalent from an accredited university.

§7 years and above of related work experience.