Job Description
Customer Experience Delivery
- 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.
