Senior Customer Care

Job Overview

The Senior Customer Care role is primarily responsible for managing, analyzing, and following up on complaints to ensure high-quality reporting that reflects key performance indicators (KPIs) of the department. This position measures the performance of departments linked with the call center, provides improvement recommendations to enhance efficiency, optimize procedures, and increase customer satisfaction while contributing positively to the company's overall performance and customer experience.

Key Responsibilities

• Manage complaints through the Central Bank's E-SAMA system.
• Oversee and ensure the smooth processing of all complaints and call center operations including receiving, documenting, studying, and responding promptly and effectively to complaints.
• Prepare analytical reports detailing complaint analysis and root causes.
• Create reports assessing employee performance quality.
• Generate departmental performance evaluation reports.
• Develop and enhance quality measurement standards and performance indicators.
• Offer recommendations to improve department performance.
• Receive and process objection requests (e.g., for the SAMA system) efficiently and promptly.
• Comply with Central Bank policies and procedures.
• Work according to the established business plan and KPIs to meet departmental targets.
• Handle calls and assist customers when necessary, providing full support to the internal complaints call center team.
• Report to direct supervisor or relevant departments any suspicious financial transactions related to fraud or unauthorized representation.
• Collaborate directly with the department manager to achieve objectives effectively.

Additional Information

The role demands strict adherence to regulations and active coordination both independently and with management to optimize complaint processing and customer service efficiency.