Senior Customer Care📣 Job Ad

About the Role

البيت الأهلي للتمويل is seeking a Senior Customer Care professional to join our team in Jeddah or Makkah. This full-time role is primarily focused on the comprehensive management and resolution of customer complaints, ensuring high standards of service quality and customer satisfaction. The successful candidate will contribute to enhancing overall company performance and customer experience through diligent complaint analysis and process improvement. This position requires 0-1 years of experience.

Key Responsibilities

• Manage, analyze, and monitor the processing of all customer complaints to ensure effective and timely resolution.
• Process complaints through the Central Bank's E-SAMA system, ensuring compliance with regulatory standards.
• Receive, document, study, and respond to all complaints promptly and effectively.
• Prepare analytical reports detailing complaint trends, root causes, and their impact on operations.
• Develop and improve quality measurement standards and key performance indicators (KPIs) for complaint resolution.
• Prepare comprehensive reports to evaluate overall work performance, employee quality, and general management performance related to customer care.
• Provide actionable recommendations for improvement to enhance operational efficiency, refine procedures, and support management performance development.
• Receive or authorize objection requests (SIMAH) and ensure effective and prompt responses.

Compliance and Operational Adherence

• Ensure strict adherence to Central Bank policies and procedures in all aspects of complaint handling.
• Operate in alignment with established work plans and key performance indicators to achieve departmental objectives efficiently.
• Monitor and evaluate the performance of other departments involved in the