Section Head- Customer Care
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Key skills for this role
About the Role
Dubai Careers seeks a Section Head for Customer Care to oversee the development of customer care systems, ensuring excellent government services and enhancing customer experience.
Key Skills for This Role
Responsibilities
- Prepare short and medium term operational plans and objectives for the Customer Care section and align them with department and sector plans
- Participate in developing policies and procedures for the section and follow up on implementation
- Prepare annual budget for the Customer Care section and monitor execution
- Lead, manage, and motivate employees; set goals, monitor KPIs, review performance, recommend training
- Oversee the development and updating of Service Level Agreements (SLAs) with relevant departments
- Plan field visits and periodic assessments of service centers; use checklists to measure compliance and report observations
- Monitor analysis of customer satisfaction survey results and conduct workshops to develop improvement plans
- Develop a unified system for receiving and classifying complaints, suggestions, and thank you messages; set processing timelines
- Manage the suggestions system by launching multiple channels and following up on evaluation with relevant departments
- Oversee training and awareness of complaint and suggestion coordinators; conduct periodic workshops
- Establish frameworks for customer communication plans including initiatives and events; organize councils and workshops
- Enhance performance and excellence in service delivery through clear evaluation criteria and periodic assessments
Requirements
- Bachelor's degree in Business Administration, Quality and Institutional Excellence, or equivalent
- 10+ years of experience in a related field, including 3 years in a supervisory role (or 8+ years with higher degree)
- Fluency in Arabic and English (spoken and written)
- UAE nationality required
Full Job Posting
Job Objectives
- Oversee the development of customer care systems to ensure distinguished government services according to best practices.
- Enhance customer experience and raise satisfaction levels by improving service quality and managing complaints and suggestions efficiently.
Supervisory Responsibilities Strategic Affairs
- Prepare short and medium term operational plans and objectives for the Customer Care section and align with department and sector plans.
- Participate in developing policies and procedures for the section and follow up on implementation and necessary improvements.
Supervisory Responsibilities Financial Affairs
- Prepare annual budget for the Customer Care section, obtain necessary approvals, and monitor execution to ensure optimal use in line with financial policies.
Supervisory Responsibilities Development
- Instill leadership, manage and motivate employees, set goals, monitor KPIs, review performance, recommend training programs, and advise on resource management for Customer Care staff.
Operational Responsibilities
- Participate with service owning departments to inventory services, update data, review requirements and procedures, and approve final versions for publication.
- Oversee preparation and updating of Service Level Agreements (SLAs) with relevant departments, ensuring alignment with authority directions and best practices.
- Plan field visits and periodic assessments of service centers, use checklists to measure compliance, and prepare reports with corrective plans.
- Monitor analysis of customer satisfaction survey results, identify strengths and weaknesses, conduct workshops, and implement improvement plans.
- Develop a unified system for receiving and classifying complaints, observations, and thank you messages; set processing timelines and ensure customer satisfaction.
- Manage the suggestions system by launching multiple channels, follow up on evaluation with relevant departments, and close them to foster innovation.
- Oversee training and awareness of complaint and suggestion coordinators; conduct periodic workshops to unify practices.
- Establish frameworks for customer communication plans including initiatives and events; organize councils and workshops to gather feedback.
- Enhance performance and excellence in service centers and contact centers through clear evaluation criteria and periodic assessments.
- Establish an effective governance framework to measure performance against SLAs, analyze deviations, and activate corrective actions.
- Support decision making by providing accurate data and in depth analysis on service performance and customer experience.
- Enhance customer experience through digital channels and increase smart service usage by analyzing user behavior.
Qualifications
- Bachelor's degree in Business Administration, Quality and Institutional Excellence, or equivalent.
- Fluency in Arabic and English (spoken and written).
- 10+ years of experience in a related field, including 3 years in a supervisory role (or 8+ years with higher degree such as Master's or PhD or relevant professional certifications).
Additional Information
- Job Category: Administration
- Advertiser: Community Development Authority
- Required Nationality: UAE Only
- Schedule: Full time
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