What you will do:-
Manage and Resolve all Voice related account issues
- Coordinate with vendors/ service partners
- Manage Various Logistics Processes
- Escalate all unresolved issues to management
- Closure within SLA
Customer Engagement Center
- Perform assessment for all complaints and recommend a required action.
- Assist management to resolve all issues efficiently.
- Coordinate with external vendors to resolve all issues and provide appropriate response.
Reports
- Prepare required reports for resolutions provided.
- Maintain records of all status, develop and maintain professional relationships with vendors and internal stakeholders.
QA Process
- Support in establishing QA process with the Service provider that targets improvement on Call/ Email handling and quality of service provided.
- Ensuring a desirable agent NPS is consistently maintained on the voice channel.
Training
- Provide training for new SOPs and Brand Updates.
- Oversee complaints and request tickets received for all Retail brands.
- Support in CX initiatives and project launches
Job Details
| Posted Date: | 2024-06-01 |
| Job Location: | United Arab Emirates – Dubai |
| Company Industry: | Retail & Wholesale |
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