Role Purpose
To develop, and oversee the implementation, ofcustomer happiness policies and procedures. Lead customer happiness operations by handling customer issues through investigation and analysis to ensure that resolutions lead to optimal customer satisfaction through the delivery of prompt, and excellent customer service as per set guidelines. Liaise between the customer and respective department to enhance customer relations.
Key Responsibilities/Duties
A.Functional:
1.Policies & Procedures: Develop andImplement customer happiness policies and procedures drive industry best practices to build strong customer relations.
2.Customer Happiness Operations: Ensure customer happiness operations are conducted as per DCAA standards and customer issues through investigation and analysis to ensure that resolutions can be provided within set timeframes.
3.Escalated Issues: Ensure customer complaints and escalated issues are reviewed to provide timely solutions to customer issues to enhance customer satisfaction.
4.KPI Management: Set and develop the KPIs and key performance requirements/specifications containing timeframes, deadlines and time allocations to ensure a prompt/timely customer-response time.
5.Performance & Service Levels:Oversee and audit both the level of services provided to the reviewers and the level of satisfaction with the services provided them with. Oversee the performance of the services provided to customers and raise the performance reports to be able to identify opportunities for improvement, and aspects of the therapeutic steps and corrective.
6.Contact Section Development:Develop formulas and methods of implementation of the tasks of the Centre, through following advanced technologies and software in the field of specialization, and strengthened commitment to quality and excellence standards.
7.Compliance: Ensure all the services provided by the DCAA are in compliance with the policies and procedures governing the operations of the customer happiness group consensus.
8. IT Security:Ensure compliance with non-disclosure and confidentiality agreements, as well as DCAA security policies, to safeguard both government and DCAA confidential information. Address and rectify any ISR audit findings, promptly report security incidents, and engage in ongoing security awareness training to prevent unauthorized access or disclosure.
9. Other duties: Perform any job-related activities as requested by the Senior Management.
B.Managerial:
1.Strategy: Set, communicate and oversee implementation of the Section/Department/Sector’s strategy in line with the overall objectives, mission and vision of DCAA;
2.Budget: Set, consolidate, review, monitor and allocate the Section/department/tor's budget; and forward to the Director for further approval (in coordination with Accounting Section)
3.People Management: Provide direction and manage subordinate staff in performing their delegated tasks; Provide professional development opportunities and perform periodic performance appraisals for reporting staff (in coordination with the HR) and recommend incremental increases and levels of financial rewards, e.g. bonuses and annual pay rises for staff
4.Training & Development: Ensure that all direct reportsacquire the required skills and knowledge through appropriate training programs (in coordination with the HR);
5. Policies, Procedures & Processes: Ensure that the performance of various assigned tasks, and the conduct of staff within the Section are in accordance with the Section's policies and procedures.
Academic Qualifications:
Professional Experience: