Receive, process and verify the accuracy of service requests from customers utilizing the authority’s internal CRM system, tools, service Request forms.
Maintain customer service requests and/ or customer information files and communicate changes to the appropriate personnel/business units.
Follow up with back-office staff on fulfilment of service request as per the specified Service Level Agreements
Support the call center vendor by providing all required information from GCAA.
Maintain and administer the process through which customer enquiries/requests/suggestions/complaints are forwarded, analyzed, tracked and managed
Support the management of the key customer accounts and ensure to solve their issue and requirements.
Maintain formal and in formal communication channels with customer segments in order to facilitate new customer reach out channels
Conduct awareness programs or sessions to all customers in cooperation with concerned business units on digital platforms and communication channels provided by GCAA
Customer Profile Management
Capture customer personal profile in the system (if available) and avoid duplication
Capture modifications to customer profile including address, contact details, e-mail, communication method preference, etc…
Service Delivery Channels / e-Channels
Identify and report any abnormalities or issues with the service delivery channels as and when noticed or reported by the customer
Methods, Tools and Automation
Maximize the use of tools and automation as provided by Customer Happiness management to enhance customer experience
Identify any possible improvements to the methods, tools and systems increase accuracy, efficiency and responsiveness of the Customer Happiness department as a whole.
Effectively use communication technology such as call center systems, phones, e-mail systems, chat systems or social media ( as available) to interact with GCAA customers
Reports
Ensure that all functional reports are accurate and prepared/shared with the management in a timely manner as per GCAA requirements and quality standards.
Quality, Health, Safety, & Environment
Oversee and ensure compliance to all relevant QHSE management policies, procedures and controls across the unit to ensure that GCAA provides a safe, secure and environmentally responsible service to its stakeholders and internal staff.
Other Tasks/ Accountability
Perform additional tasks relevant to the role / area of expertise as requested by the management to be able to achieve the objectives/commitments.
