Who will be reporting to the Chief Commercial officer, and responsible for the main below objectives:
1- To direct & oversee the Customer Care department activities to ensure synchronization between the units of performance management for customer care initiatives, customer care strategy, commercial systems & processes & billing & collection units, and to ascertain they meet the KPIs required to increase the business efficiencies & quality in provision of customer care transactions in alignment with the corporate strategic objectives.
2- Contribute to the formulation & implementation of the Commercial (Customer Care) strategy & plans in order to ensure alliance with the company’s business line needs & objectives.
3- Ensure that the department objectives are effectively communicated across the department & a line of sight is created between individual jobholders & the departmental / sector strategy.
4- Manage the day-to-day operations of the respective department by providing expertise, encouraging & ensuring teamwork, and aligning work processes in order to achieve high performance standards, meet established targets & objectives, and ensure employee engagement in a motivated work environment.
5- Contribute to the development of Commercial (Customer Care) Policies, Procedures, and Guidelines, and participate in overseeing their implementation to ensure that all procedural/legislative requirements are fulfilled while delivering a high quality & cost-effective service to internal customers.
6- Prepare & recommend the overall ‘Customer Care’ department budget, and monitor financial performance versus the budget to highlight any variances for effective alignment.
7- Develop & ensure implementation of the customer care strategy to ensure its alignment with the corporate vision & objectives.
8- Ensure customer care initiatives improve customer satisfaction scores & generate revenues to aid cross & up selling transactions.
9- Ensure customer care strategic activities aid in enhancing revenue, profits & market share.
10- Monitor, evaluate & manage overall customer care performance to ensure targets are achieved.
11- Monitor compliance with policies & procedures to secure a controlled work environment.
12- Identify any deviations & areas of concern & acts swiftly to resolve these to avoid adverse effect on overall results
13- Review the systems applications in order for them to support the Customer Care activities at al times, & oversee any change requests as required internally within Viva.
14- Develop, implement & update IT & system related policies & procedures for contact center operations. To ensure that the customer care IT systems & processes are effective & up-to-date.
15- Interface with customers & IT to solve customer issues and / or complaints, to meet the customer care objectives.
16- Ensure implementation of leading practices in customer query & complaint handling at all levels to achieve required customer satisfaction growth.
17- Build strong loyalty relationship programs to direct achievement of loyalty & retention among Viva customers.
18- Undertake customer focused initiatives to minimize churn across all customer segments & increase loyalty
19- Generate regular & special reports for the Chief Commercial Officer that summarize & forecast business activities & financial position of the Customer Care function & escalate critical issues to provide effective recommendations in meeting the key challenges.
20- Provide professional advice to the Chief Commercial Officer on various Customer Care related initiatives & issues to keep them informed & abreast of relevant developments
21- Direct & manage the activities & work of subordinates by setting individual objectives, managing performance, developing & motivating staff, and providing feedback & appraisal in order to maximize subordinate & departmental performance.
Job Details
| Date Posted: | 2014-08-05 |
| Job Location: | Kuwait |
| Job Role: | Customer Service |
| Company Industry: | Telecommunications; Customer Service; Management |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree / higher diploma |
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