Job description

Strategy  

• Develop and promote strategies that enhance customer satisfaction, service excellence, and loyalty across all service channels.
• Foster a culture of accountability, quality, and continuous improvement within the Customer Care team through guidance and mentoring. 
• Stay informed of emerging customer care trends, technologies, and regulations to adapt to practices and maintain compliance. 

Operations 

• Handle complex and VIP customer cases across headquarters, contact centers, service outlets, and digital platforms, ensuring professional and timely resolutions. 
• Manage and oversee walk-in customer interactions, resolving escalated issues onsite and ensuring superior service delivery. 
• Supervise CRM-registered cases, ensuring prompt coordination with relevant departments and compliance with the Customer Council Committee’s directives. 
• Collaborate with developers and technical teams to resolve system, platform, and automation-related customer issues efficiently. 
• Coordinate with internal departments, government entities, and external partners to ensure timely and aligned responses to customer inquiries. 
• Lead post–Customer Council sessions by tracking all related CRM cases, monitoring resolution progress, and submitting detailed reports to senior management. 
• Oversee the closure of complaints and comments, ensuring compliance with service standards and alignment with customer and community expectations. 

Product/Process Improvement 

• Analyze customer satisfaction data, feedback trends, and service performance metrics to identify root causes and opportunities for improvement. 
• Conduct regular performance evaluations, recommend training programs, and implement quality assurance frameworks to strengthen service outcomes.
• Monitor community satisfaction levels related to authority projects and coordinate with relevant sectors to ensure effective issue resolution.
• Prepare and submit periodic performance reports highlighting key achievements, challenges, and improvement actions.

• Bachelor’s/master's degree in business administration, Analytics and Data Management, or related field
• 9+ years in case of master’s degree (11+ years in case of bachelor’s degree)
• Skilled in business requirements gathering and solution scoping
• Experience in managing and governing change processes
• Proficiency in complaint resolution and escalation handling
• Ability to analyze customer data and generate actionable insights
• Commitment to customer experience excellence and service quality
• Competence in conducting market research and benchmarking studies
• Strong data analysis and reporting skills
• Knowledge of innovation management and knowledge‑sharing practices
• Understanding of relevant regulatory standards and compliance requirements
• Proven project management and coordination capabilities