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Corporate Excellence Senior Specialist  -  Customers Happiness

Education

  • Bachelor’s degree in Business Administration, Marketing, or a related field. A Master’s degree or relevant certifications in Customer Experience or Customer Service is a plus.
  • 5+ years of experience in customer experience management, customer service, or a related role, with a focus on improving customer journeys and satisfaction.
  • Strong analytical skills with the ability to interpret data and identify actionable insights.
  • Excellent communication and interpersonal skills.
  • Proficiency with customer feedback tools (e.g., Qualtrics, Medallia) and CRM systems.
  • Experience working in a cross-functional role, with strong project management abilities.
  • Deep understanding of customer behavior, trends, and the ability to anticipate customer needs.

Operational Responsibilities

  • Customer Journey Mapping: Analyze and document the customer journey, identifying key touchpoints and areas of improvement to enhance the overall experience

  • Customer Feedback Management: Gather, analyze, and interpret customer feedback from various sources (surveys, social media, customer service interactions, etc.) to identify trends and opportunities for improvement
  • Process Improvement: Collaborate with cross-functional teams (e.g product design and development, customer service) to streamline processes, remove bottlenecks, and improve customer touchpoints
  • Customer Satisfaction Monitoring: Develop and track key performance indicators (KPIs) related to customer satisfaction (e.g., Net Promoter Score, Customer Satisfaction Score) and ensure initiatives are aligned to improve these metrics
  • Customer Experience Strategy: Assist in designing and executing a comprehensive customer experience strategy that aligns with the GPSSA‘s business objectives
  • Problem Resolution: Serve as an escalation point for critical customer issues, ensuring swift resolution and following up on service recovery efforts to restore customer satisfaction
  • Training and Development: Support the development of customer service training programs to ensure that all employees are equipped to deliver an outstanding customer experience
  • Reporting: Provide regular reports and insights on customer experience trends, key metrics, and performance improvements to senior leadership
  • Customer Advocacy: Act as a customer advocate by championing the voice of the customer in strategic decision-making processes, ensuring customer needs are prioritized

Language

  • Arabic
  • English

Priority

  • UAE Nationals
  • Other nationalities are encouraged to apply as per the mentioned job requirements

How to Apply

Interested candidates please send your CV to the below email, please make sure to write the job title in the subject line Cv@gpssa.gov.ae

Please upload following files (pdf,doc,docx) only
Please upload following files (pdf,doc,docx) only
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