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Executive, Customer Complaint and Quality Assurance

3.00 to 7.00 Years   Al Kuwait, Kuwait   16 Feb, 2021
Al-Sayer Group
1 Jobs Openings
Job LocationAl Kuwait, Kuwait
EducationNot Mentioned
SalaryNot Mentioned
IndustryAutomotive Dealership & Distributor
Functional AreaNot Mentioned

Job Description

Follow up on Customer Complaints to maintain and achieve high customer satisfaction index level. The responsibilities are:?

  1. Classify and sort customer feedback entries collected from customer suggestion boxes from all branches, social media, website and Walk In customers.?
  2. Generate complaints workflow for customers complaining through suggestion / complaints cards, translate, analyze and forward complaints to concerned Dept. / Business Unit for further action.
  3. Maintain and update Customer complaints system with necessary entries of complaints.
  4. Obtain feedback from concerned Dept. / Business Unit to assure proper monitor and corrective/preventive action taken.
  5. Audit and perform quality check input information/data in VOC.
  6. Assist Internal Audit by providing required information to conduct their field audit successfully, participate in the internal audit activities to check Audits QMS as per requirements and criteria.?
  7. Create a periodically summary report for all pending requests and submit it to Assistant Manager for review.
  8. Escalate cases manually for customer complaints received from Contact Center Dept. and ask for CR support when required.
  9. Highlight points which need to be added/improved for better performance on the current project for handling VOC.?
  10. Coordinate and follow-up on delivery of the Capex/Non-Capex purchased items to the user depts. with suppliers and users, obtain further information on Capex, Non-Capex request items.
  11. Coordinate and follow-up with suppliers on getting quotations.
  12. Prepare Purchase Orders for the purchase requests /non capex items as per approved requests.
  13. Verify and approve Supplier Invoices received from various Departments against payment requests in system.
  14. Prepare payment requests for various supplier invoices, scan related invoices.
  15. Prepare Documentation for new/renewal of commercial licenses, municipality, fire dept. licenses etc.
  16. Arrange and prepare documents for the Document attestation from Chamber of Commerce.
  17. Maintain and update the List of licenses due for renewal and ensure related approvals, documentation, procedures are completed on time.?
  18. Prepare periodic and ad hoc reports and presentations.?
  19. Document and maintain records of activities and process workflows on internal communication portals.
  20. Adhere to Al-Sayer Group policies and health and safety regulations.?
  21. Perform other duties as requested by management.

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