Roads and Transport Authority
Job Purpose
This role is responsible to manage customer cases and all other activities to achieve required level of customer satisfaction and happiness.
Responsibilities
Ensures and controls the achievement of high score on customer service KPIs and manages the action plan to improve the performance.
Puts strategic plans aiming to reduce the number of repetitive cases reported by customers either by eliminating the triggers to the challenge or improving the customer journey.
Manages Customer Relation Management (CRM) cases and follow-up on closure of all cases within SLA.
Analyzes (CRM) reports and data entry interfaces changes or updates to interface on a regular basis with RTA.
Ensures implementation of projects and initiatives including technical ones with quality and ensure timely implementation.
Education Qualifications
Bachelor’s degree in business administration or related fields.
Skills
7 years of relevant work experience
Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes.
Computer-literate performer with extensive software proficiency covering wide variety of applications.
Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation.