Job Location | Jubail, Saudi Arabia |
Education | Not Mentioned |
Salary | Not Mentioned |
Industry | IT Services |
Functional Area | Not Mentioned |
Job Description
The purpose of this role to deliver great customerservice/experience by effectively acknowledging, tracking, andprioritizing all client cases as per the regulatory guidelines, andensuring resolution as per the defined SLAs, by allocating the same tothe relevant support team.DoEnsure operational excellence through contract andregulatory compliance, effective case acknowledgment, tracking,prioritization, system updation, and reportingAcknowledge client cases as per the SLA?s defined in thecontractAccess client tool and log all incoming client cases accuratelyon the internal tool as per contractAccurately document all pertinent case information such as casenumber, case type, etc. of daily cases receivedFollow standard processes and procedures to track and prioritizeall client casesAccurately update the internal tool with daily cases and forwardthe same to respective agents and QAsAccess and maintain internal knowledge bases, resources andfrequently asked questions to aid in effective case logging andprioritizationMaintain and timely update internal tool for agents to speed upresponse timeIdentify red flags and escalate serious client issues to Teamleader in cases of non-compliance and untimely resolutionEnsure all client information, disclosures and regulatorychanges are given to agents and QA?s on a regular basisMonitor compliance with service agreements to avoid legalchallengesShare recorded case logs and status reports with clients andsupervisors on a daily basisDeliver excellent customer service through effectiveunderstanding of client tool, accurate case logging and prioritizationas per regulatory guidelinesServe as the primary point of contact for accessing casespertaining to a specific client using designated client toolDevelop deep understanding and use of client tool to effectivelyperform day today dutiesAccess client tool and acknowledge to the client the receipt ofthe cases as per the SLA?s defined in the contractAccurately document all pertinent case information such as casenumber, case type, etc. on a daily basis for all cases receivedPrioritize cases on the levels of urgency and complexity as perthe regulatory guidelines defines by the clientAccurately extract case information and create an excel listingcases along with relevant information pertaining to the casesMaintain logs and records of all client cases as per thestandard procedures and guidelinesCollaborate with client and undergo trainings on any newregulatory guidelines for a particular client process and implement thesame on all casesEnsure allocation and resolution of client cases as per thedefined SLAs by accurately updating internal tools, training sessions onnew regulations and regular reportingEnsure allocation of cases to agents and QAs by accuratelyrecording all client cases on the designated internal tracking softwareMaintain tracker of all cases received along with the allocationinformation for reporting purposesEnsure all client cases are resolved as per the definedSLA?s and regulatory guidelines defined by the clientMaintain and share the resolution status report with supervisorand client on a daily basisShare the hourly productivity update report with supervisors andclients on a daily basisUndertake client training on specific tool features and/or anyother regulatory changes introduced by client/govt.Conduct training sessions for agents and QA ensuring theregulatory changes have been effectively communicated to all agents andQAsEnsure new regulatory guidelines are implemented all clientprocesses to avoid penalties and non-complianceLiaise between the client and internal teams on escalations ofserious issues and unique queriesFollow up with agents and QAs to record feedback and ensurecompliance to contract SLA?s and regulationsInteract and engage with the client and internal stakeholders tocommunicate and update progress against a particular caseBuild capability to ensure operational excellence andmaintain superior customer service levels for the existing clientUndertake trainings to stay current with any new features,changes and updates on client toolEnroll in product specific and any other trainings per clientrequirements/recommendationsConduct training sessions for Agents and QAs on any newregulatory guideline that needs to be applied to any process urgentlyIdentifying and document most common problems and recommendappropriate changes to the team leaderUpdates job knowledge by participating in self learningopportunities and maintaining personal networks
Keyskills :
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