وظائف شاغرة بالسعودية مطلوب "Customer Care Manager - United Cooperative Assurance " للعمل Jobs in Saudi Arabia Job Details : وظائف شاغرة بالسعودية مطلوب "Customer Care Manager - United Cooperative Assurance " للعمل Jobs in Saudi Arabia
Customer care:
• Inspire, recruit, and develop our customer care team to build the industry’s strongest customer experience organization.
• Performance metrics are your heartbeat. Directly own and drive customer satisfaction and cost to serve metrics. Lead the evolution of those metrics to meet emerging needs as our business scales.
• Effectively decompose ambiguous strategic goals into customer care operations outcomes and ensure the team understands and executes to deliver results.
• Build an outstanding performance culture. Effectively manage and scale a multi-layered, high-performance team to ensure we operate with excellence at every level.
• Engage in the strategic business narratives. Be the thought leader and evangelist for how customer service can engage in and drive broader organizational goals. Provide thought leadership for adoption of emerging customer experience opportunities (e.g., chat as a service channel).
• Build trust across the organization by building strong working relationships and delivering results. Partner with other departments to identify strategic customer experience opportunities and deliver on key cross-functional initiatives.
• Ensure we can strategically scale by leveraging technology, in-house, and outsourced resources to solve customer problems.
• You will play a leading role in leveraging data to identify contact trends and recommending solutions to ensure customer’s satisfaction.
Complaints:
• oversee the process of the review of customer complaints from receipt through final resolution to ensure all complaints are properly captured and acknowledged and appropriate final responses are completed and communicated when necessary.
• Provide daily guidance, training, and mentoring of Compliance Complaint Specialists and Customer Complaint Document Specialists regarding their assessment, review, and completion of their assigned files and other responsibilities.
• Reconciliation of receipt of all complaint files, regulatory requests/inquiries, and other matters assigned to the team to ensure all issues are properly captured and monitored through completion.
• Conduct regular meetings with Complaint Team members to obtain status updates, prioritize files and responses, and develop action plans.
• Ensure the Compliance Tracking system is accurate and updated with all relevant and necessary information regarding all complaints.
• Evaluate complaints to identify those that may require more urgency, contain potential liability, or may otherwise take precedence and communicate those issues to the Customer Complaints Resolution Director, Senior Management, and/or Legal when necessary.
• Review complaint files for accuracy, completeness of review, and proper/adequate response to clients.
• Evaluate whether the resolution is appropriate based upon the facts and circumstances of the complaint investigation, including potential settlements.
• Oversee complex complaint research and analysis to determine a recommended course of action to be taken to resolve the matter. Escalate matters to the Customer Complaint Resolutions Director as appropriate.
• Contact clients on escalated issues to help diffuse frustrations and to provide additional explanation as needed.
• Assist in the development of internal operating procedures and written supervisory procedures related to the Customer Complaints Team.
• Assist with preparation for, and participation in, regulatory and internal audits.
• Maintain working knowledge of SAMA regulatory
• Manage and oversee communications regarding concerns with complaints.
• Partner with other departments, as needed, to provide guidance and/or communicate issues or concerns.
• Other responsibilities as assigned by management
Job Details
| Posted Date: | 2018-05-07 |
| Job Location: | Jeddah , Saudi Arabia |
| Job Role: | Management |
| Company Industry: | Insurance |
Preferred Candidate
| Career Level: | Management |
| Gender: | Female |
| Nationality: | Saudi Arabia |
| Degree: | Bachelor's degree |
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