Senior Associate - SME Customer Centricity
Bupa Arabia
Date: 13 hours ago
City: Riyadh
Contract type: Full time
Job Description
Role Purpose:
To support Customer Centricity initiatives by analyzing feedback, managing complaints and service recovery, and coordinating programs across SME segments to enhance and improve customer journeys to drive satisfaction, loyalty, and retention among SME customers
Customer Journey Management:
Role Purpose:
To support Customer Centricity initiatives by analyzing feedback, managing complaints and service recovery, and coordinating programs across SME segments to enhance and improve customer journeys to drive satisfaction, loyalty, and retention among SME customers
Customer Journey Management:
- Log, track, and escalate customer complaints through the active channels.
- Collaborate with relevant stakeholders to map and assess SME customer journeys
- Use insights from the analysis to identify pain points and support with improvements in customer experience and resolution processes.
- Manage complaints and journeys to enhance resolution and experience.
- Support wit customer experience dashboard to monitor experience trends
- Use insights to help identify improvement areas that support with informed business decisions.
- Collaborate with teams to ensure alignment on actions to be implemented based on customer feedback.
- Support with the collection and analysis of Net Promoter Score feedback
- Liaise with Sales, Operations, and Quality to resolve customer issues for smooth service recovery.
- Coordinate service recovery and customer callbacks.
- Collaborate in cross department activities to resolve problems effectively.
- Communicate with stakeholders on customer-focused solutions
- Liaise with Sales, Operations, and Quality to resolve customer issues for smooth service recovery.
- Coordinate service recovery and customer callbacks.
- Collaborate in cross department activities to resolve problems effectively.
- Communicate with stakeholders on customer-focused solutions
- Bachelor’s degree
- Good Communication
- Problem Solving
- Strong Coordination,
- Basic knowledge of customer experience tools and CRM systems
- Understanding of SME customer needs and insurance services
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