Customer Service Operations Specialist
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Key skills for this role
Role Overview
Serve as a core quality and customer experience specialist within the service department.
Establish and maintain service standards while driving continuous improvement in service quality and customer satisfaction.
Key Skills for This Role
Full Job Posting
Role overview
Serve as a core quality and customer experience specialist within the service department.
Establish and maintain service standards while driving continuous improvement in service quality and customer satisfaction.
Quality system management
- Conduct daily quality inspections and score service tickets.
- Perform root cause analysis and propose improvement plans.
- Establish, implement, and iterate service quality inspection processes and standards.
Training and employee enablement
- Conduct new-hire onboarding and ongoing skill-enhancement programs for existing staff.
- Develop training materials, training plans, and assessments based on business needs.
- Deliver targeted training sessions and case study sharing based on business requirements and quality findings.
Customer experience optimization
- Collect and analyze customer feedback and suggestions to identify experience pain points.
- Translate customer insights into actionable optimization requirements.
- Collaborate with Product, Technology, Business, and other teams to implement and monitor experience improvements.
Requirements
- At least two years of experience in customer service, quality management, or training.
- Experience in the financial or securities industry is a plus.
- Proficiency in Arabic and English as working languages.
- Ability to develop training materials and deliver effective training sessions independently.
- Strong analytical, problem-solving, communication, and collaboration skills.
- Proficiency in MS Office and strong attention to service details.
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