Senior Customer Care
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Key skills for this role
About the Role
We are seeking a Senior Customer Care specialist to manage and analyze complaints, ensure quality reports, and improve performance. You will handle complaints via E-SAMA, prepare analytical reports, and support the contact center team.
Key Skills for This Role
Responsibilities
- Handle complaints via the central bank system E SAMA
- Receive, document, study complaints and respond effectively and promptly
- Prepare analytical reports showing complaint analysis and root causes
- Prepare reports to evaluate work performance and employee quality
- Prepare reports to evaluate overall department performance
- Develop and update quality measurement standards and performance indicators
- Provide improvement recommendations to support department development
- Receive or assign objection requests (Sima) and respond effectively and promptly
- Comply with central bank policies and procedures
- Comply with the work plan and key performance indicators to achieve department targets
- Receive calls and customers when needed and provide full support to the contact center team (internal complaints)
- Report any suspicious financial transactions related to fraud or irregular representation to direct manager or concerned department
Requirements
- Experience in complaint management and analysis
- Ability to prepare analytical reports and quality standards
- Knowledge of banking regulations (SAMA)
Full Job Posting
Main Responsibilities
- Manage and analyze complaints, follow up on their processing, ensure quality of reports reflecting performance indicators for management, and measure performance of other departments related to the contact center.
- Provide improvement recommendations that contribute to raising performance efficiency, improving procedures, increasing beneficiary satisfaction, and enhancing company performance and customer experience.
Responsibilities
- Handle complaints via the central bank system E SAMA
- Follow up and ensure workflow of all complaints and contact center: Receive, document, study complaints and respond effectively and promptly.
- Prepare analytical report showing complaint analysis and root causes.
- Prepare report to evaluate work performance and employee quality.
- Prepare report to evaluate overall department performance.
- Develop and update quality measurement standards and performance indicators.
- Provide improvement recommendations to support department development.
- Receive or assign objection requests (Sima) and respond effectively and promptly.
- Comply with central bank policies and procedures.
- Comply with the work plan and key performance indicators to achieve department targets.
- Receive calls and customers when needed and provide full support to the contact center team (internal complaints).
- Report any suspicious financial transactions related to fraud or irregular representation to direct manager or concerned department.
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