:Bachelor degree in any discipline from a recognized university.Minimum 3 years experience in similar post.Fluent in English and Arabic (reading, writing, and speaking);Excellent interpersonal and communication skills;Excellent problem solving and conflict handling skills;Computer literacy (MS Office tools).RequirementsCoordinate with the supervisors of other department/agency to ensure thecommunication efficiency and following on casesSupervise the administrative affairs in the section of Case follow up andresolution teamSupport the Section Manager regarding projects related to improving caselogging, tracking and resolution qualityConduct sample testing of cases resolved by team to ensure adherence tostandards. Share monthly report with managementPrepare and share reports on case logging quality issues with call centreteamPrepare and share reports on noncompliance to case extension, grievanceand escalation policy by the agencies and departmentsPrepare daily staff productivity and case aging reports and analysisMake sure that each case is closed in accordance to the SOP and Standardsmanuals defined by clientStudy and suggest improvement plans to reduce number of cases loggedand potential First call resolution opportunitiesStudy and implement automation of all actions and processes related tocase resolution in coordination with the CRM teamEngage others and drive the performance towards excellence in order toincrease the level of customer satisfaction when it comes to solvingcomplaints and addressing customer needs.Manage the rewarding of department/agency complaints and suggestionscoordinators.Act as a liaison between the section and the departments/agency andensure the communication efficiency in receiving, understanding,investigating and solving customer complaints and considering theirsuggestions implementation.Ensure that the coordinators are sending the complaints relating to alldepartments and address with the relevant department/agency complaintsofficer within the agency;Answer customer inquiries and provide information on services and timingsand locations where customers can obtain services whenever needed.Follow up the coordinators & support officers they ensure all cases aredirected to the concerned customer complaints officer in eachagency/department according to service responsibility as detailed in theelectronic system.Supervise the support officers to identify training needs and train internalcoordinators, officers, managers on the complaints and suggestionssystems as and when required to ensure performance standards.

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