Customer Experience Lead

Hamad Bin Abdullah Al-Manea Company; Riyadh Region; In loco; SAR 100.000 - 160.000; Tempo pieno

Descrizione del lavoro

Hamad Bin Abdullah Al-Manea Company is seeking a Customer Experience Supervisor to oversee improvements across the customer journey. You will monitor interactions, gather feedback, and coordinate with departments to resolve issues and elevate satisfaction levels.

The role requires strong communication, data analysis, and ability to report on KPIs while ensuring privacy and compliance with company policies. Based in Riyadh, the position emphasizes timely escalation handling and process

Competenze

• Diploma or Bachelor's degree in Business Administration, Marketing, or related field.
• Experience in customer experience, customer service, or complaint management.
• Strong communication and ability to engage different customer segments.
• Analytical skills and ability to derive insights from data.
• Proficient in computers and office software, including MS Office.
• Ability to prepare reports and monitor performance indicators.

Mansioni

• Monitor the customer experience across all stages of dealing with the company and identify improvement opportunities.
• Receive customer complaints, feedback, and inquiries, and work to resolve them according to the approved procedures.
• Coordinate with relevant departments and units to ensure complaints are handled quickly and closed.
• Measure customer satisfaction levels and analyze survey results and customer experience indicators.
• Prepare periodic reports related to complaints, satisfaction levels, and the most prominent recurring challenges.
• Monitor the quality of services provided to customers and propose initiatives that contribute to improving them.
• Ensure compliance with customer service standards and the company's approved policies.
• Follow up on escalated cases and ensure they are addressed in a timely manner.
• Identify recurring notes, analyze their root causes, and raise the necessary recommendations to reduce them.
• Contribute to the development of procedures and policies that enhance customer satisfaction and improve their experience.
• Monitor key performance indicators related to the customer experience and report the results to the direct management.
• Maintain the confidentiality of customer data and comply with privacy and information protection policies.

Conoscenze

Customer experience management

Complaint handling

Data analysis

Reporting

Communication skills

Problem solving

Formazione

Bachelor's/Diploma in Business Admin or Marketing

Strumenti

Microsoft Office

Descrizione del lavoro

Hamad Bin Abdullah Al-Manea Company is seeking a Customer Experience Supervisor to oversee improvements across the customer journey. You will monitor interactions, gather feedback, and coordinate with departments to resolve issues and elevate satisfaction levels.

The role requires strong communication, data analysis, and ability to report on KPIs while ensuring privacy and compliance with company policies. Based in Riyadh, the position emphasizes timely escalation handling and process