ABOUT US
As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the worlds best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few!ABOUT THE ROLEAs a Complaints Analyst you be responsible for reducing complaints ratio by ensuring all call center system categorization is validated on a daily basis and preparing a comprehensive root cause analysis report to be able to pass on necessary feedback to all involved stakeholders. Ensure reviewing current gaps in processes and proposing necessary suggestions based on complaints validation to improve customer experience.WHAT YOULL BE DOING

• Validate and analyze daily interactions and customer complaints received across all touchpoints including call center channels, social media & google reviews.

• Prepare a comprehensive root cause analysis report for complaints on a weekly basis with possible suggestions for improvement.

• Ensure accurately identifying problems/gaps and accurately sharing them with the relevant stakeholders and support with innovative solutions

• Ensure customers feedback is accurately defined and represented through complaints management reports.

• Propose essential required improvements on customers related processes to enhance online customer experience.

• Report incorrect category usage to relevant supervisors/quality team and ensure training team members on failures.

• Suggest new updates required on categories to reflect customers feedback.

• Provide and create required documents to train the call center on proper case management.

• Analyze complaints raised with the resolution team and ensure suggestions for improvement is being passed to the supervisor.

• Communicating complaints trends to relevant stakeholders identifying their impact based on contact center data.

• Utilize data analysis methods to identify high-priority issues, and urgent complaints including any potential risks on brands image.

• Managing ministry escalations and providing weekly reports to management based on closure.

• Maintaining accurate records of complaints, investigations, and resolutions is vital for tracking trends and identifying recurring issues.

ABOUT YOUYou will need to have the following skills, experience and knowledge to be successful:

• Bachelors Degree in any discipline.
• Minimum 3 years of call center experience
• The ability to analyze complex situations, identify patterns, and propose relevant solutions.
• Strong verbal and written communication skills are necessary for effectively interacting with customers and internal stakeholders.
• A genuine concern for customer satisfaction and the ability to empathize with their concerns.
• Being meticulous in documentation and investigation is important for ensuring thoroughness and accuracy in complaint resolution.
• The capacity to handle difficult situations and resolve conflicts diplomatically is valuable in de-escalating tensions and finding mutually acceptable solutions.
• Ability to drive strategic initiates to enhance efficiency, customer experience, and effectiveness. Think out of the box.
• Excellent team management, planning, and execution skills
• Proactive, collaborative and consultative
• Excellent presentation and communication skills both written and verbal. Arabic language is preferred.
• Strong Leadership and Interpersonal skills
• Customer Focus and Result Driven.

Additional Requirements

• Self-motivated and proactive
• Has integrity, instils trust, and leads by example.
• Understanding of process improvement in an agile manner
• Able to work under pressures and to strict deadlines.
• Ability to simplify complex environments and work with ambiguity.
• Applies a good level of emotional maturity in their role.
• Reliable team player who will contribute their knowledge and experience into a team environment.
• Organized and methodical.

This job has been sourced from an external job board.
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