- Develop plans and implements strategies and programs to support and sustain customer service for various clients.
- Coordinates with different departments in handling customers escalated requests/complaints
- Develop internal monitoring mechanism to measure and monitor quality of customer service
- Develops and organizes service quality training workshops for the employees.
- Ensures that customer service staff has the operating framework, infrastructure, business systems, tools and training to achieve their service quality standards.
- Identifies and implements practice improvement strategies at the individual, functional and organizational level.
- Prepares and submit key findings & action plan to improve customer experience to the management.
- Works closely with IT in order to be the focal point for defining, measuring and refining the customer experience.
- Conducts primary research studies, utilizing survey agencies & internal analytic resources.
- Monitors and measure the ongoing customer experience to pre-defined targets and make recommendations as to how this can be iteratively improved over time.
- Performs a variety of tasks within the general scope of the job and others that may be assigned by the management.
Job Details
| Date Posted: | 2013-09-03 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Customer Service |
| Company Industry: | Financial Services; Customer Service |
Preferred Candidate
| Career Level: | Mid Career |
| Degree: | Bachelor's degree / higher diploma |
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