Complaints Senior Specialist

Purpose of Job

Jobholders at this level are capable of operating with minimal supervision. They work within guidelines and procedures in order to prepare more complex, specialized or ad-hoc reports in their related field. They contribute to the completion of milestones or operational targets within the assigned functional area. They undertake operational activities including consolidating data regarding all requests, tickets, and complaints, conducting preliminary investigations for complex complaints, and categorizing findings.

Job Resposiblites

• Develop the complaint management policy in line with operation team, and maintain it periodically
• Review and confirm any update in the ticketing system
• Develop training campaigns aiming to enhance the quality of operations in different functions and dispatch to relevant stakeholders.
• Monitor requests and complaints through ZATCA’s direct channels and ensure proper resolution in coordination with relevant stakeholders and Receive suggestions.
• Conduct preliminary investigations for complex complaints, document findings and report back to relevant stakeholders to ensure development of corrective measures and proper and timely resolution of received tickets and requests
• Escalate any ticket that bridge the SLA to the concerned party based on the escalation mechanism.
• Ensure the quality of complaint resolution, by measuring the customer feedback and contact them if they reject the resolution or don’t satisfied.
• Develop periodical lists based on recurrent complaints, assess repetitive issues, recommend suggestions and report back to relevant stakeholders to limit future cases
• Assess unsolved tickets, analyze complaints root cause, define challenges highlighting repetitive complaints, and provide recommendations
• Consolidate data regarding all requests, tickets, and complaints, conduct a detailed analysis, categorize findings, and report back suggestions and solutions to relevant stakeholders
• Track recurrent complaints and tickets, assess them to identify patterns and trends, identify areas of improvements, and ensure integration in complaints and suggestions management plans and objectives
• Develop periodical reports highlighting employee’s performance, KPI assessment’ results, and improvement areas to ensure continuous operational enhancement
• Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
• Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner
• Escalate complex problems to the relevant person to ensure cases/issues are closed properly
• Perform other duties as requested
• Train junior staff on the different job activities to ensure transfer of know-how, when applicable
• Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow of subordinates/ junior staff
• Support junior staff or direct reports in order to execute their duties according to set policies and processes
  
  
  

Job Details

Communication and Contacs

Eductaion

Bachelor’s degree in Business Administration or equivalent

Experience

A minimum of 5 years of relevant experience

Competencies

Communication - Developing

Professionalism - Developing

Customer Relationship Management - Developing

Results Oriented - Developing

Complaints Management - Proficient

Customer Focus - Developing

Quality Management - Developing

Business Excellence - Developing

Change Enabler - Developing