Elementary English Homeroom Teacher

We're seeking a talented Customer Service & Complaints Champion to join our team and play a vital role in delivering exceptional service to our customers while ensuring we meet all regulatory requirements.

Responsibilities:

• Customer Service Strategy: Contribute to developing and implementing the organization's overall service strategy, focusing on both general customer care and addressing complaints.

• Customer Care Excellence: Set clear objectives for daily customer care activities and develop and implement customer service strategies, policies, and procedures to deliver exceptional service consistently.

• Data-Driven Decisions: Collect, analyze customer care and complaints data to identify customer needs, trends, and areas for improvement.

• Benchmarking & Best Practices: Define and communicate customer service standards and key performance indicators (KPIs), benchmarking them against industry leaders and implementing appropriate technology to support service delivery.

• Cross-Functional Collaboration: Build and maintain strong relationships across the organization to ensure all departments are aligned with customer care goals and contribute to excellent service delivery.

• Complaint Management Expert: Manage the end-to-end process for complaints received from regulators, including CCHI and SAMA, ensuring timely resolution and adherence to all relevant policies and procedures.

• Quality Assurance: Conduct regular quality checks on complaint handling and resolution processes to maintain consistently high customer satisfaction.

• Regulatory Compliance Champion: Ensure all regulations related to handling complaints from CCHI and SAMA are strictly followed, liaising effectively with these entities.

• Performance Management: Manage the customer care budget effectively, track departmental efficiencies, and drive improvement initiatives to optimize costs and service delivery.

• Project Leadership: Lead and manage customer care-related projects and initiatives, fostering continuous service improvement.

• Team Leadership: Hire, coach, and develop your team, providing resources and support to maintain high customer service standards.

Qualifications:

• A background in customer service, ideally with experience in operations management or hospital management.

• Culturally diverse with excellent interpersonal and communication skills.

• Strong focus on service excellence combined with a keen understanding of commercial aspects.

• Proven ability to manage projects effectively.

• Excellent problem-solving and follow-up skills.

• A strong business acumen.

• The ability to prioritize and manage tasks effectively in a fast-paced environment.

• A bachelor's degree in business, healthcare, or a related field is preferred.

Benefits of working with us:

• Opportunity to play a key role in ensuring exceptional customer service and regulatory compliance.

• Be part of a dynamic team focused on continuous improvement.

• Contribute to the success of the organization by fostering a customer-centric culture.

Ready to leverage your customer service expertise and make a positive impact? Apply today!