Senior Customer Service Operations Analyst

3 weeks ago

Riyadh, Saudi Arabia Saudi Telecom Company Full time
Job SummaryJobs at this level are responsible for managing customer service team, supporting operations planning, resolving complex/technical customer queries and driving action plans to address the issue. In addition, they are responsible for analyzing billing and collections process; analyzing risk involved and mitigate risk.Key ResponsibilitiesCustomer Service
  • Develops and monitors customer experience initiatives across conventional channels: outlets, call centers, and field operation.
  • Ensuring that each of the initiatives meets the desired objectives and best practice.
  • Develops and monitors processes related to customer experience across all conventional channels.
  • Perform Mystery shopping across conventional channels to report analyze all issues related to customer experience.
  • Ensures improvement to customer-facing systems and processes in order to positively impact customer experience across all conventional channels.
  • Flags customer experience issues and ensures that the preventive measures are applied to avoid all such issues in future.
  • Identify and map customer experience processes that need improvement, identify potential solutions, analyze root causes and rally the right associates and resources to assist with updates/changes.
  • Continual learning about CX best practices by researching, conceiving, sketching, prototyping and testing experiences in conventional channels.
  • Communicate effectively and build relationships with key department partners to manage different project expectations.
  • Use customer data to make recommendations on differentiating the customer experience with consideration/awareness of business objectives and technical constraints.
  • Prepare and present rough drafts to internal teams and key stakeholders periodically.
  • Outline project success metrics, analyze outcomes, report on and outline project next steps.
  • Report and monitor the conventional channels KPIs and plan KPIs corrective actions to be achieved.
Requirements
  • Proven work experience in customer experience conventional channels or similar.
  • Team spirit; strong communication skills to collaborate with various stakeholders.
  • Extensive experience in using customer journey, process development, and data mining.
  • Capability of managing multiple priorities to meet deadlines projects in fast-paced environment.
  • Ability to clearly and effectively communicate design processes, ideas, and solutions to teams and clients.
  • Ability to handle the work stress and to organize projects, tell stories, and advocate for customer experience opportunities using a variety of tools including MS Office Suite (Excel, PowerPoint, etc.).
  • Ability to maintain self-motivation and operate with an entrepreneurial mindset.
Education levelBachelor’s degree in Business administration ,marketing , MIS or relevant field.Experience2 - 4 years of experience in customer service, hospitality/technology/telecommunication industry.Desired Skills
  • Intermediate proficiency in business acumen.
  • Intermediate proficiency in STC’s products/services.
  • Intermediate proficiency in sales planning and process.
  • Intermediate proficiency in recognizing needs and targeting customers.

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