Senior Customer Care

Overview

One of the most important responsibilities of the Complaints Handling Department is to ensure a high level of quality service is maintained through various available support channels, develop the work environment, and provide the necessary support to all units in the Customer Care Department. This includes ensuring compliance with approved Customer Care Department policies and procedures, ensuring that customers receive a high level of service, and improving the customer experience to the highest level. The department also provides daily, monthly, and quarterly reports to the line manager to monitor the performance of employees and customers.

Responsibilities / Duties

• Receive complaints via the SAMA Cares system / eSAMA.
• Receive complaints via multiple channels (website, social media).
• Follow up and ensure the progress of internal complaints and the call center.
• Receive, review, and respond to complaints effectively and promptly.
• Accurately record complaints in the internal system.
• Continuously monitor complaints to maintain quality standards.
• Analyze the causes of complaints daily.
• Produce daily, monthly, and quarterly complaint records and reports.
• Receive and respond to calls and customers when needed and provide full support for the Call Center Team (internal complaints).
• Commit to working according to the established work plan and key performance indicators to achieve management objectives.
• Adhere to the Central Bank\'s policies and procedures.
• Receive or approve objection requests (SIMA) and respond to them effectively and promptly.
• Notify the line manager or the relevant department in the event of any suspicious financial transactions related to fraud or irregular representation.
• Work directly with the department manager to develop the Customer Care Department.

Job Requirements

Academic Qualifications

Skills

Knowledge

Experience

Practical experience in customer service - handling complaints.

Seniority level

Employment type

Job function

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