| Job Location | Kuwait |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Other Business Support Services |
| Functional Area | Not Mentioned |
HVC Senior Advisor - ( 2200002T )DescriptionROLE PURPOSE* To assist in the customer experience related activities for the VIP customers by assisting the VIP Relations Supervisor monitoring customer experience KPIs, analysing customer experience through market research and proposing corrective initiatives in order to ensure the highest customer satisfaction levels for stc?s VIP consumers.KEY RESPONSIBILITIES/ACCOUNTABILITIES* Assists the VIP Relations Supervisor in implementing the customer experience and satisfaction strategies and improvement initiatives. * Gathers and analyses complaints received through mails, fax, e-mails, phone calls and primarily from call center agents for VIP consumers. * Prioritizes and follows up on customer complaints that have a significant impact on customer perception and churn. * Handles complaints received from senior management and ensures that these complaints are resolved efficiently. * Handles the complaint handling process from registering complaints to full closure and following up with VIP customers. * Assist the VIP Relations Supervisor in managing automation tools for handling the complaint process and institutionalizes the escalation process. * Monitors and evaluates users experience across all newly launched services, existing services and promotions. * Develops monthly reports to track customer experience KPIs to identify shortcomings and proposing corrective measures. * Identifies root causes of complaints and proposes corresponding corrective initiatives to ensure a continuous improvement mind-set. * Assist the VIP Relations Supervisor in developing and analyzing weekly and monthly reports on status of complaints and resolution indicators and recommends improvement initiatives. * Recommends best-in-class process improvement initiatives.QualificationsMinimum Qualifications:*Bachelor?s Degree.Language Skills:*Fluent English and Arabic skills (written and spoken) required.Primary Location: Kuwait-stc Head Office
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