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    Senior Customer Service Operations Analyst - Riyadh, المملكة العربية السعودية - Saudi Telecom Company

    Saudi Telecom Company
    Saudi Telecom Company Riyadh, المملكة العربية السعودية

    منذ أسبوع

    Saudi Telecom Company background
    دوام كامل
    وصف

    Job Summary

    Jobs at this level are responsible for managing customer service team, supporting operations planning, resolving complex/technical customer queries and driving action plans to address the issue. In addition, they are responsible for analyzing billing and collections process; analyzing risk involved and mitigate risk.

    Key Responsibilities

    Customer Service
    • Develops and monitors customer experience initiatives across conventional channels: outlets, call centers, and field operation.
    • Ensuring that each of the initiatives meets the desired objectives and best practice.
    • Develops and monitors processes related to customer experience across all conventional channels.
    • Perform Mystery shopping across conventional channels to report analyze all issues related to customer experience.
    • Ensures improvement to customer-facing systems and processes in order to positively impact customer experience across all conventional channels.
    • Flags customer experience issues and ensures that the preventive measures are applied to avoid all such issues in future.
    • Identify and map customer experience processes that need improvement, identify potential solutions, analyze root causes and rally the right associates and resources to assist with updates/changes.
    • Continual learning about CX best practices by researching, conceiving, sketching, prototyping and testing experiences in conventional channels.
    • Communicate effectively and build relationships with key department partners to manage different project expectations.
    • Use customer data to make recommendations on differentiating the customer experience with consideration/awareness of business objectives and technical constraints.
    • Prepare and present rough drafts to internal teams and key stakeholders periodically.
    • Outline project success metrics, analyze outcomes, report on and outline project next steps.
    • Report and monitor the conventional channels KPIs and plan KPIs corrective actions to be achieved.
    Requirements
    • Proven work experience in customer experience conventional channels or similar.
    • Team spirit; strong communication skills to collaborate with various stakeholders.
    • Extensive experience in using customer journey, process development, and data mining.
    • Capability of managing multiple priorities to meet deadlines projects in fast-paced environment.
    • Ability to clearly and effectively communicate design processes, ideas, and solutions to teams and clients.
    • Ability to handle the work stress and to organize projects, tell stories, and advocate for customer experience opportunities using a variety of tools including MS Office Suite (Excel, PowerPoint, etc.).
    • Ability to maintain self-motivation and operate with an entrepreneurial mindset.

    Education level

    Bachelor's degree in Business administration ,marketing , MIS or relevant field.

    Experience

    2 - 4 years of experience in customer service, hospitality/technology/telecommunication industry.

    Desired Skills

    • Intermediate proficiency in business acumen.
    • Intermediate proficiency in STC's products/services.
    • Intermediate proficiency in sales planning and process.
    • Intermediate proficiency in recognizing needs and targeting customers.
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