Job Description
The Arab Bank is currently recruiting for the role of Country Customer Experience Officer who will be responsible for the following tasks
Duties and Responsibilities
Your main responsibilities in this role include the following:
Mystery Shopping: Coordinate and follow up on the Mystery Shopping exercise progress and results.
Receive customers’ complaints from all designated sources.
Investigate and resolve customers’ complaints in accordance with policies & procedures.
Identify root cause and address it in coordination with concerned departments.
Front lines monitoring: Conduct service quality evaluation for front lines employees according to a set of service standards.
Training, Coaching, and Counseling and measure customers’ satisfaction through various initiatives according to country business plan.
Conduct training for all front lines to increase their service knowledge and awareness.
Conduct training, coaching, and counseling for staff according to Mystery Shopping results.
Branches Visits: Regular visits according to country business plan to implement service excellence initiatives ensure adherence to service standards, related to people, processes, and premises.
Participate in service excellence short and long term initiatives and projects.
Document and report the initiatives implementation progress.
Reporting: Provide timely and accurate reports after data gathering and generation.
Job Requirements
Education: University degree in Business Administration or Industrial Engineering or related fields from a reputable university.
Experience: 2-4 years experience.
Fluent in English and in Arabic.
Six Sigma certificate is a plus.
Banking knowledge.
Excellent presentation skills.
Excellent communications and interpersonal skills.
Team work and positive attitude.
