Job Description

Service Excellence Expert

About the Job

We are seeking a Service Excellence Expert to elevate our service delivery standards and ensure exceptional customer experiences. You will design strategies, implement frameworks, and drive continuous improvements that align with our commitment to service excellence. This role is crucial in building customer loyalty, fostering a culture of excellence, and ensuring that every customer interaction reflects our brand's values.



As a Service Excellence Expert , you will lead initiatives to enhance service quality, streamline operations, and exceed customer expectations. You will develop customer-centric strategies, integrate innovative technologies, and foster collaboration across departments. This position involves driving continuous improvement, training employees, and ensuring alignment between service delivery and organizational goals.

Job Responsibilities

• Develop and implement service excellence frameworks, standards, and KPIs.
• Map customer journeys to identify touchpoints and areas for improvement.
• Handle customer complaints and implement service recovery strategies.
• Lead continuous service improvement initiatives by analyzing data and performance metrics.
• Train and mentor employees in customer service best practices and foster a customer-centric culture.
• Introduce innovative technologies (e.g., AI, chatbots, CRM) to enhance service delivery.
• Collaborate with internal teams to align service delivery with broader business objectives.
• Monitor customer feedback and satisfaction metrics (e.g., NPS, CSAT) to evaluate and refine service strategies.
• Design loyalty programs and advocacy initiatives to strengthen customer relationships.
• Develop business cases demonstrating ROI for service excellence initiatives.

Skills

Essential Skills:

• Expertise in customer service frameworks (e.g., Six Sigma, Lean, TQM).
• Proficiency in CRM software (e.g., Salesforce, Microsoft Dynamics) and analytics tools (e.g., Tableau, Power BI).
• Strong conflict resolution, problem-solving, and change management skills.
• Exceptional communication and leadership abilities.
• Knowledge of customer satisfaction metrics (e.g., NPS, CSAT).

Desirable Skills:

• Familiarity with digital service tools (e.g., Zendesk, Freshdesk, Qualtrics).
• Experience with service design principles and strategic planning.
• Understanding of brand management and customer loyalty programs.

Job Type: Full-time

Pay: AED15,000.00 - AED18,000.00 per month

Application Question(s):

• Are you comfortable with the salary package offered for this role? (Yes/ No)
• If shortlisted, will you be available in Abu Dhabi for a face-to-face interview?
• Do you have experience implementing customer service frameworks like Six Sigma or Lean? (Yes/ No)
• Are you proficient in CRM software such as Salesforce or Microsoft Dynamics? (Yes/ No)
• Have you led continuous improvement initiatives focused on enhancing service quality? (Yes/ No)
• Do you have experience in handling customer complaints and service recovery strategies? (Yes/ No)
• Are you familiar with customer satisfaction metrics like NPS and CSAT? (Yes/ No)

Application Deadline: 23/01/2025