The purpose of this position is to build the Digital Care team. The new app will be designed to cover 85% of all customer interactions. This role will help design the care experience for the app, looking at world-class examples and AI technologies. For the 15% of customer interactions that require a human contact center experience, this must be of the highest quality. The NPS targets for this app are to be world-class, not a benchmark to telco. We want to be famous for what we offer our customers.
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Location: Dubai, United Arab Emirates
Key Responsibilities
- Develop the strategy for the Digital Care both short and long-term, aligned to the overall organization strategy.
- Establish sound and effective relationships with other departments and develop SLAs to ensure efficient resolution of all customer requests or complaints.
- Drive the development and implementation of best digital practices and ensure KPIs are set and achieved.
- Implement and take action to achieve target productivity, quality indicators, and measure overall performance against set objectives.
- Overall management of the day-to-day operations of the digital care function ensuring that the department meets both company and customer expectations.
- Ensure availability of effective training methodology for all digital care staff to keep them updated on all products and services and problem resolution.
- Manage, motivate, develop, and appraise staff to ensure the highest level of operation at all times.
Requirements
- Bachelor or Master’s degree in Business Management or distinguished experience with additional further training courses in customer experience/customer relationship management.
- A minimum of 10 years management responsibility in Telecommunications, BPOs/contact centers, customer experience management & omni-channel service delivery.
- Sound knowledge in digital care/self-care platforms management and customer satisfaction management, including NPS programs.
- Fluent in English; Arabic language fluency is a plus.
- Possess a strong performance- and results-oriented mindset with excellent communication and analytical skills.
- Creative, flexible, and resilient with strong problem-solving abilities.
