Customer Experience Supervisor

Job Description

JOB PURPOSE : Jobholders at this level are responsible for leading work activities and working autonomously with minor direction towards predetermined long-term objectives. Jobholders oversee the implementation of operational plans and the provision of significant improvements to set policies, procedures, standards and reports. Their main operational role includes , overseeing overall ongoing operations, providing support and enablers when needed, and consolidating periodical reports. ROLES AND RESPONSIBILITIES :

• Develop customer service guidelines to ensure all procedures are standardized and uniform across all areas and guarantee customers satisfaction
• Develop and prepare customer experience initiatives and events to tackle customer experience highlighted gaps and ensure customer satisfaction of ZATCAs services
• Develop and maintain the customer journeys, provide support to relevant functions during implementation, and update data base based on new trends in the field
• Design the mystery shopping and customer satisfaction framework
• Prepare Customer focus groups and workshops with all customer segments to identify all customer needs
• Lead the customer experience culture transformation activities in the organization
• Receive and filter raw data from customer satisfaction surveys and scheduled mystery shopping and update data base for future references
• Conduct detailed analysis based on the filtered data, document findings and results to ensure proper interpretation of results
• Identify gaps based on reports findings, report back improvement areas, and dispatch developed reports to relevant stakeholders
• Coordinate with Monitoring and Quality Control and Complaints Management functions and provide support and enablers when needed to enhance customer experience skills
• Receive, document, and review Complaints Management KPIs, and SLAs to ensure proper interpretation of customers needs and expectations, highlight improvement areas, and suggest corrective actions
• Assess Complaints Management KPIs and dispatched reports, develop corrective and improvement plans, and ensure integration in customer experience strategy and objectives
• Develop periodical reports highlighting updated customer experience guidelines, survey and mystery shopping findings, areas of improvements, and dispatch to relevant stakeholders
• Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
• Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner
• Escalate complex problems to the relevant person to ensure cases/issues are closed properly
• Perform other duties as requested
• Train junior staff on the different job activities to ensure transfer of know-how, when applicable
• Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow of subordinates/ junior staff
• Support junior staff or direct reports in order to execute their duties according to set policies and processes

• A minimum of 5 years of relevant experience
• Bachelors or Master degree in Business Administration or equivalent

Keyskills :
Slas Workflow Policies Business Administration mystery shopping customer journeys

About Company

Established in the region for 40 years, PwC has around 8,000 people in 12 countries across the region: Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, the Palestinian territories, Qatar, Saudi Arabia and the United Arab Emirates. Our regional team operates across the Middle East bringing international experience delivered within the context of the region and its culture. We can bring the collective knowledge and experience of more than 328,000 people across the entire global PwC network in advisory, assurance and tax to help you find the value you are looking for.