Head of Customer Happiness Centers

Roads and Transport Authority; Abu Dhabi; On-site; AED 167,000 - 223,000; Full time

Job summary

Roads and Transport Authority in Abu Dhabi seeks an Operations and Strategy specialist to drive performance at Customer Happiness Centers. You will help develop the operational plan, support service quality initiatives, and align center activities with regulatory benchmarks.

You will supervise front-office activities, ensure smooth procedures across centers, analyze customer feedback, and lead data-driven improvements. A degree is required with 0+ years (master) or 2+ years (bachelor).

Qualifications

• Bachelor's or Master's degree in a relevant field.
• 0+ years with a master's degree; 2+ years with a bachelor's degree.
• Strong communication and customer service ethos.
• Experience or familiarity with service center operations and compliance.

Responsibilities

• Support front-office staff supervision and coordinate daily activities to ensure prompt, courteous, and accurate customer service.
• Organize and maintain work procedures at the centers in line with RTA policies and procedures, collaborating with all departments.
• Assist in preparing and qualifying customer service staff according to the Authority's Charter and Customer Service Manual.
• Receive and process customer service requests, working to achieve high customer satisfaction.
• Oversee financial collection processes, reconcile daily records, and handle funds properly.
• Help manage delivery of lost and found items following approved procedures.
• Review and analyze customer feedback and reports to identify areas for service improvement.
• Conduct audits on customer waiting times and implement corrective actions as needed.
• Maintain accurate records for special services and procedures affecting service quality and center image.
• Assist in preparing and tracking KPIs for the centers and reception areas, monitoring performance against targets.
• Support development and follow-up of preventive plans to avoid operational errors and duplication.
• Help implement staff motivation and skills development programs to improve service delivery.

Skills

Communication

Customer service

Data analysis

Operations management

Regulatory compliance

Problem solving

Stakeholder relations

Education

Bachelor's or Master's degree in relevant field

Job description

Roads and Transport Authority in Abu Dhabi seeks an Operations and Strategy specialist to drive performance at Customer Happiness Centers. You will help develop the operational plan, support service quality initiatives, and align center activities with regulatory benchmarks.

You will supervise front-office activities, ensure smooth procedures across centers, analyze customer feedback, and lead data-driven improvements. A degree is required with 0+ years (master) or 2+ years (bachelor).