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Key skills for this role
About the Role
GPSSA seeks an Electronic Channels Support Officer to manage and enhance digital services, coordinate with government communications, and monitor performance metrics. Requires a bachelor's degree and at least 2 years of experience in digital services or customer experience.
Key Skills for This Role
Responsibilities
- Coordinate with government communications team to ensure prompt and accurate responses to customer inquiries
- Monitor incoming customer inquiries and facilitate resolution through coordination with relevant departments
- Identify automation and technological advancements to enhance efficiency of electronic channels
- Coordinate with technical teams and external vendors to develop innovative digital solutions
- Prepare monthly performance reports to evaluate effectiveness of electronic channels
- Monitor operational performance metrics and ensure alignment with KPIs
Requirements
- Bachelor's degree in Business Administration or related field
- At least 2 years of experience in digital services management, customer experience, or operational support
- Must be a UAE national
Full Job Posting
Purpose of the Position
- This position is responsible for managing and enhancing digital services to ensure smooth management of customer experiences.
- Coordinate with the government communications team to respond to inquiries and collaborate with stakeholders to develop innovative solutions and monitor performance metrics to drive continuous improvement and alignment with service standards.
Main Duties and Responsibilities
- Coordinate with the government communications team to ensure prompt and accurate responses to customer inquiries.
- Collaborate with the communications team to gather necessary information and provide clear and consistent guidance to customers.
- Monitor incoming customer inquiries and facilitate resolution through coordination with relevant government departments and stakeholders.
- Identify automation and technological advancements and make arrangements for implementation to enhance efficiency and delivery of electronic channel services.
- Coordinate with the government communications team to address customer inquiries and concerns received via social media platforms and ensure appropriate responses in a timely manner.
- Foster partnerships with technical teams and external vendors to develop innovative digital solutions tailored to customer needs and regulatory requirements.
- Coordinate with internal and external stakeholders to align service integration strategies with organizational goals and customer expectations.
- Prepare detailed monthly performance reports to evaluate the effectiveness and efficiency of electronic channels and smart service centers.
- Monitor operational performance metrics and identify areas for improvement, ensuring alignment with KPIs and service standards.
- Provide periodic updates to management, highlighting key achievements, challenges, and areas requiring attention.
Qualifications and Experience
- Bachelor's degree in Business Administration or any related field.
- At least 2 years of experience in digital services management, customer experience, or operational support.
- Candidate must be a UAE national.
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