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Customer Experience Specialist

1.00 to 10.00 Years   Dubai, United Arab Emirates   03 Jun, 2024
Al Futtaim Group
1 Jobs Openings
Job LocationDubai, United Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryRetail & Wholesale
Functional AreaNot Mentioned

Job Description

What you will do:-˙Manage and Resolve all Voice related account issues

  • Coordinate with vendors/ service partners
  • Manage Various Logistics Processes
  • Escalate all unresolved issues to management
  • Closure within SLA
˙Customer Engagement Center
  • Perform assessment for all complaints and recommend a required action.
  • Assist management to resolve all issues efficiently.
  • Coordinate with external vendors to resolve all issues and provide appropriate response.
˙Reports
  • Prepare required reports for resolutions provided.
  • Maintain records of all status, develop and maintain professional relationships with vendors and internal stakeholders.
˙QA Process
  • Support in establishing QA process with the Service provider that targets improvement on Call/ Email handling and quality of service provided.
  • Ensuring a desirable agent NPS is consistently maintained on the voice channel.
˙Training
  • Provide training for new SOPs and Brand Updates.
  • Oversee complaints and request tickets received for all Retail brands.
  • Support in CX initiatives and project launches

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