Customer Experience Supervisor - Riyadh, المملكة العربية السعودية - Zakat, Tax and Customs Authority

وصف

JOB PURPOSE

Customer Experience Supervisor

Jobholders at this level are responsible for leading work activities and working autonomously with minor direction towards predetermined long-term objectives.

Jobholders oversee the implementation of operational plans and the provision of significant improvements to set policies, procedures, standards and reports.

Their main operational role includes , overseeing overall ongoing operations, providing support and enablers when needed, and consolidating periodical reports.

Roles And Responsibilities

Key Accountability Areas

Key Activities

Customer Experience Initiatives, Procedures and Guidelines

• Develop customer service guidelines to ensure all procedures are standardized and uniform across all areas and guarantee customers' satisfaction
• Develop and prepare customer experience initiatives and events to tackle customer experience highlighted gaps and ensure customer satisfaction of ZATCA's services
• Develop awareness materials related to customer experience such as brochures and trainings, provide support to relevant functions during implementation, and update data base based on new trends in the field
  
  

Surveys and Mystery Shopping

• Prepare Mystery Shopping schedules and customer satisfaction surveys to assess the customer experience throughout the journey, highlight needs and ensure continuous improvement of customer experience
• Receive and filter raw data from customer satisfaction surveys and scheduled mystery shopping and update data base for future references
• Conduct detailed analysis based on the filtered data, document findings and results to ensure proper interpretation of results
• Identify gaps based on reports findings, report back improvement areas, and dispatch developed reports to relevant stakeholders
  
  

KPIs and SLAs

• Coordinate with Monitoring and Quality Control and Complaints Management functions and provide support and enablers when needed to enhance customer experience skills
• Receive, document, and review Complaints Management KPIs, and SLAs to ensure proper interpretation of customers' needs and expectations, highlight improvement areas, and suggest corrective actions
• Assess Complaints Management KPIs and dispatched reports, develop corrective and improvement plans, and ensure integration in customer experience strategy and objectives
• Develop periodical reports highlighting updated customer experience guidelines, survey and mystery shopping findings, areas of improvements, and dispatch to relevant stakeholders
  
  

Organization and Operations

• Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
• Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner
• Escalate complex problems to the relevant person to ensure cases/issues are closed properly
• Perform other duties as requested
  
  

People Management

• Train junior staff on the different job activities to ensure transfer of know-how, when applicable
• Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow of subordinates/ junior staff
• Support junior staff or direct reports in order to execute their duties according to set policies and processes
  
  

Job Qualifications And Requirements

Job Title

Knowledge And Experience

Education and Certifications

Customer Experience Supervisor

A minimum of 5 years of relevant experience

Bachelor's degree in Business Administration or equivalent

Master's degree in Business Administration, or equivalent is preferred