Role Overview: Join Asas Makeen as a Customer Services Supervisor to play a pivotal role in enhancing customer satisfaction and service quality. Our company fosters a culture of initiative, ensuring our clients receive exemplary service at every touchpoint.
Key Responsibilities:
- Documenting and consolidating operational procedures related to customer service.
- Preparing and sending customer satisfaction surveys post interactions.
- Directly engaging with customers to ensure service quality.
- Acting as the voice of the customer within the company.
- Encouraging proactive customer service initiatives.
- Compiling detailed periodic reports regarding complaints and frequent issues.
- Providing maintenance links and official documents to customers with welcome or compensatory gifts.
- Clearly displaying customer service communication channels across digital platforms.
- Organizing a comprehensive and updated customer database.
- Prioritizing improvements in areas causing customer dissatisfaction.
- Installing customer satisfaction measurement devices at key sites.
- Linking employee performance assessments to customer satisfaction scores.
- Organizing training sessions for team members in after-sales services and sales outsourcing.
- Streamlining after-sales services to improve customer experience.
- Ensuring staff are professionally presented and behave appropriately when interacting with customers.
- Overseeing complaint resolution comprehensively, following up for satisfaction feedback.
- Engaging with customers who reconsider purchases and analyzing withdrawal reasons.
- Monitoring maintenance service quality and addressing any shortcomings.
- Continuously assessing the performance of after-sales services and team efficiency.
- Monitoring the call center performance and enhancing communication quality.
- Implementing initiatives to apologize and offering gifts to project neighbors.
- Following up with customers affected by emergencies, ensuring problem resolutions with appropriate compensations.
- Developing customer-centered programs and initiatives aligned with project plans.
- Monitoring the performance of sales specialists while enhancing their competencies.
- Performing any additional tasks related to the development of customer service and overall satisfaction improvement.
Qualifications:
- Minimum of 5 years experience in customer service with supervisory experience.
- Strong verbal and written communication skills.
- Data and report analysis capabilities.
- In-depth understanding of customer needs and experience improvement strategies.
- Familiarity with CRM systems.
- Proactive spirit and capability to work under pressure.
- Bachelor’s degree in Business Administration or a related field.
