Senior Associate – Key Account Customer Care (TPA)
Job Description
KACC Operations:
Adminster Aramco Personnel, Aramco members, and coordinate with company departments to address and resolve issues and inquiries, including pre-authorization requests, referrals, membership, appeals, M-time requests, and complaints. Perform quality checks for RPA batch processes to ensure that all enrollment batches are executed correctly in the Caesar system, meeting agreed KPIs. Add and reactivate members and update member information as per Aramco request. Support KACC marketing activities, such as health lounge events, awareness days, and other engagement initiatives
Customer Satisfaction:
Develop assigned projects with Kaizen methodology to contribute in business improvement and enhancing customer experience. Build strong relationships with Aramco Personnel and represent the company positively, ensuring high customer satisfaction and serving as the main point of contact for benefit-related queries under client contracts. Conduct service overview sessions for Aramco personnel, Aramco members, and company departments.
Compliance & Reporting:
Provide daily transaction reports (including printing/data correction) and weekly reports on appeals, offline cases, reactivated cases, GOSI cases, and cases involving married daughters. Prepare monthly reports on operational issues such as M-time and RPA-related cases. Track KACC activities and maintain up-to-date dashboards for consistent reporting. Ensure all received cases are documented and saved in the system for accurate record-keeping
Skills
Communication & Relationship Building: Strong ability to establish and maintain professional relationships with clients and internal stakeholders, ensuring high levels of client satisfaction. Problem Solving: Ability to resolve issues efficiently and quickly, providing solutions that enhance service quality. Quality Assurance: Experience in operations and quality management, especially within automated process environments Reporting Skills: Proficiency in preparing and analyzing periodic reports to ensure compliance and transparency in service delivery
Job Location Jeddah , Saudi Arabia Job Role Customer Service and Call Center Years of Experience Min: 0 Max: 2
