Jobs Management in Saudi Arabia
Responsibilities and Duties:
To manage the day to day operations of the Customer Relations team across all the affiliates.
To ensure all complaints are logged into the system, issued a Trouble Ticket number, and updated in accordance with the set KPIs until the Ticket is closed off.
To drive and inspire outstanding performance within the NAT customer-facing departments by recommending clear strategies and objectives to minimise customer complaints and increase customer satisfaction, through professional, consistent and effective leadership across all areas impacted by the Complaint Management KPI’s.
To effectively manage performance in the Customer Relations team to the extent where optimal performance is constantly tested, measured and delivered.
To have a strong and detailed focus on customer experience quality and work with Operational Managers to maximise the delivery of a world class quality automotive retailer, whilst at the same time ensuring people are respected and work within a controlled and balanced environment.
To review and evaluate MIS reporting to identify root causes with the view of identifying improvements in departments that have led to customer complaints.
To drive and lead by example the delivery of strong attention to detail, accuracy and quality across all levels of the Customer Relations team - for both external and internal clients.
To manage and engender a relationship with the client’s Customer Relation’s team to ensure customer complaints are properly managed within the Affiliate’s various customer-facing departments and highlight opportunities for improvement.
To constantly review personnel and seek out individuals for further development, both management and skills, to provide career options to the teams as well as ‘home grown’ complaint experts for the organisation.
To work closely with HR on recruitment profiles, selection criteria, reviews of results and local conditions, such that the business is attracting and attaining quality and skilled individuals to fit specific roles.
Undertakes duties of a general nature, or additional tasks, that may be required from time to time by the business
To hold weekly performance reviews and provide reporting to the business on:
o Complaint Management Performance - positive and negative variances and drivers;
o Customer experience - key trends, observations and recommendations;
o Report on new Complaint Management initiatives and changes that are planned and implemented with the affiliates
o To define and agree plan and priorities for week ahead.
Experience:
• Minimum of 5 years in a Complaint Management role, in a fast paced, dynamic sales orientated automotive environment, ideally gained in the GCC.
• Minimum of 5 years people management experience within an automotive retail environment
• Key to the role is to manage through others, fostering an environment of cooperation and respect. The candidate must have gravitas and authority whilst being able to create rapport and trust at all levels.
• Candidates must be passionate about customer service and the importance of people in its delivery
• Strong leadership/influencing and communication skills, with the ability not only to lead teams but empower, motivate and delegate as appropriate
• Candidates must be numerate and have excellent report writing skills.
• Proven track record of successful performance and change management and the ability to identify opportunities for continuous improvement within the current operating environment
• Results driven with high levels of energy, flexibility and enthusiasm
Job Details
| Date Posted: | 2015-02-03 |
| Job Location: | Riyadh, Saudi Arabia |
| Job Role: | Management |
| Company Industry: | Automotive; Transportation; Airlines/Aviation |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree / higher diploma |
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