Specialist

Parkin Company PJSC; Dubai; On-site; AED 223,000 - 357,000; Full time

Job summary

Parkin Company PJSC in Dubai seeks a customer journey and service operations specialist to design end-to-end experiences, resolve disputes, and ensure accurate service activations in coordination with the Parking Management Section.

You will monitor performance, align services with regulations, and collaborate with partners like EV charging and valet to maintain high customer satisfaction and operational transparency.

Responsibilities

• Design end-to-end customer journeys for new and enhanced services using operational insights, market trends, and customer feedback.
• Resolve disputes and complaints, process refunds, and escalate third-party SLA deviations when needed.
• Oversee issuance of all services per approved procedures and delegations, ensuring regulatory alignment.
• Periodically review service categories and eligibility to align with evolving customer needs and strategy.
• Ensure activation of core and value-added services, including backend configuration and implementation.
• Develop customer journey frameworks covering rules, pricing, workflows, billing, communications, and standards.
• Define service structures, SLAs, backend workflows, and communication standards for new services with Parking Management Section.
• Monitor performance, efficiency, quality, and customer experience; support teams in resolving inquiries, complaints, disputes, refunds.
• Escalate and resolve third-party SLA deviations as needed.
• Support compliance with regulatory requirements, concession agreements, and system integration.
• Oversee system activations and define KPIs for external providers, coordinating with Parking Management, contributing to contract/SLA management.
• Monitor SLA/KPI of third-party operators from a journey perspective; identify gaps, recommend improvements, and support continuity.
• Coordinate with service partners (EV charging, valet, car cleaning) to align service delivery with agreed outcomes.
• Maintain a real-time dataset of permits, reservations and service transactions for transparency.
• Analyze usage trends, SLA performance, adoption rates, and customer satisfaction for improvements.
• Identify recurring issues across service lines and implement policy and operational improvements.
• Leverage insights to propose service enhancements aligned with market demand and strategy.

Job description

• Participate in the end-to-end customer journey design of new and enhanced services based on operational insights, market trends, and customer feedback.
• Participate in dispute & complaints resolution, refund processing, and the escalation of third-party service provider SLA deviations where required.
• Oversee and participate in issuance of all types of services as per approved procedures and delegations and insure alignment with the regulations.
• Periodically review service categories and eligibility criteria to align with evolving customer needs and strategic priorities.
• Ensure end-to-end activation of core and value-added services, including backend configuration and operational implementation.
• Develop customer journey frameworks covering service rules, pricing, workflows, billing, customer communications, and service standards.
• Define service structures, SLA requirements, backend workflows, and customer communication standards for new services in coordination with the Parking Management Section.
• Monitor service operational performance, operational efficiency, quality standards, and customer experience, while supporting customer-facing teams in resolving inquiries, complaints, disputes, refunds, and recurring issues.
• Participate in the escalation and resolution of third-party service provider SLA deviations where required.
• Support compliance with regulatory requirements, concession agreements, and system integration requirements.
• Oversee accurate system activation and define performance KPIs and reporting requirements for external service providers in coordination with the Parking Management Section, while contributing to contract and SLA management.
• Monitor the SLA and KPI performance of third-party operators from a customer journey perspective, identify service gaps impacting customer satisfaction, recommend corrective actions, and support service continuity.
• Coordinate with service partners (e.g., EV charging, valet, and car cleaning providers) to ensure service delivery aligns with agreed service outcomes in coordination with the Parking Management Section.
• Maintain an integrated, real-time dataset of permits, reservations, and service transactions to support operational transparency and decision-making.
• Analyse usage trends, SLA performance, adoption rates, and customer satisfaction to identify improvement opportunities.
• Identify recurring customer issues across all service lines and implement policy or operational improvements to address root causes.
• Leverage operational insights to propose service enhancements aligned with market demand and organizational strategic objectives.