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Complaint Resolution Specialist

1 week ago

Jeddah, Makkah Province, Saudi Arabia Cruise Saudi Full time
Key Responsibilities

The Customer Experience Manager will be responsible for:

  • Tracking key customer service metrics, including response time, resolution rates, and customer satisfaction scores.
  • Generating reports on customer feedback, trends, and common issues to inform strategic decisions and service improvements.
  • Identifying areas for enhancement, implementing initiatives to elevate the overall customer experience, and ensuring service levels align with organizational objectives.

In addition, the manager will be responsible for developing policies and procedures to enhance customer service operations, implementing technology solutions to streamline customer support processes, and ensuring compliance with company policies, industry regulations, and service level agreements (SLAs).

The manager must foster a customer-centric culture within the organization and continuously identify and implement best practices to improve customer satisfaction and loyalty.