Job Description:

As a Customer Service Quality Assurance Specialist, your goal will be to maintain a high and consistent level of support quality across the team. You can better understand this mission by taking a look at your main responsibilities.

key performance indicator (KPI):

Customer Relationship Manager (CRM) System:

• Refreshing all customers contact details (IT, CFO & Procurement).
• Register New Accounts.
• Change account’s Name.
• Shift accounts between AMs.
• Monitoring the customers who upgraded / Downgraded their classification.

• Handle assigned customers [Periodic check up (Calls) , Visit ].

Internal Follow up:

• If the customer complained follow internally & externally until you solve the issue & confirm with the customer.
• In-boarding calls for the new accounts & send Escalation Procedure.
• Closed order call (Short Survey).
• Events follow up & influence.

½ yearly Survey:

• Send the form to your assigned accounts.
• Follow up with them & encourage them to fill it.
• Analize the result you collected.
• If the customer complained, you will follow up his case internally & solve it.
• Submit the result to your direct manager & the concern team - if needed-.

Maintenance Down Time (MDT):

• Filter primary ID & gather the customer’s link details.
• Prepare the marketing list.
• Send notification through the CRM.

Requirement:

• Diploma Of Information technology related fields.
• Saudi Nationality.
• English language Excellent.