Create and implement Customer Service strategic and business plans that deliver and ensure a unique and innovative customer experience.
Define the Customer Experience group and individual processes. Define minimally acceptable standards of job holder performance per process (eg. telephone response, complaint resolution, valet parking).
Establish scope of 3rd party service provider delivery and required KPI’s and SLA’s; define evaluation and selection criteria; undertake bidder technical reviews.
Conduct staff training needs analysis and create staged staff development plans and related learning compendium and appropriate program delivery methods.
Define the CS staff image, presentation and service delivery behaviors; guarantee compliance with confirmed standards.
Participate in the escalation process as required, and in so doing, lead by example.
Participate in Emergency, Crisis and Disaster Plans, as directed.
Serve as point of contact with tenants, respond appropriately and direct the issue flow as necessary if required.
Exercising restraint and diplomacy, defuse confusing or emotionally charged situations and issues so that Yas Mall’s reputation, as a preferred destination, is preserved.
Summarize environmental sensing activities of all staff, identify threads and trends and provide feedback to the appropriate process owners.
Job Details
| Posted Date: | 2019-10-14 |
| Job Location: | Abu Dhabi, United Arab Emirates |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Marketing; Amusement & Recreation Facility |
Preferred Candidate
| Career Level: | Mid Career |
| Degree: | Bachelor's degree |
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