UAE Careers Jobs

Expert- Customer Experience Job

Transguard Group

Valid Till: 14 June 2024

Dubai, United Arab Emirates

Overview

Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE’s most trusted business support and outsourcing provider and has a large, dynamic, and culturally diverse workforce with 50,000 employees! We are currently for Expert- Customer Experience to be based out of their office in Dubai.

Job Description

Data analysis and collaboration skills to optimize the customer journey, and translate their needs, expectations, and requirements into actionable insights, bridging the gap between departments and driving innovation within the scope of the services.

Responsibilities:

  • Develop a customer experience and happiness strategy including customer value proposition vision, mission and strategic objectives.
  • Design/Enhance customer journey related to the services in coordination with the concerned business units.
  • Collect and analyze customer feedback, translate insights into actionable strategies, and measure the impact of customer experience initiatives.
  • Identify major points and opportunities for improvement through focusing on streamlining processes, reducing friction, and exceeding customer expectations.
  • Provide technical expertise and guidance to the customer experiences team with the scope of the section.
  • Determine services categories and classifications including proactive services and service packages.
  • Conduct audit to the Call center and provide proper reporting to ensure enhancing the call center performance.
  • Conduct studies related to the outsourced services and develop enhancement plans.
  • Develop MoUs with the concerned stakeholders related to the services packages and other subjects to enhance customer experiences.
  • Develop quality standards, protocols, procedures, and guidelines for effective customer service delivery.

Qualifications & Experience:

  • A master’s degree with 8 years of relevant experience, or a bachelor degree with 10 years of experience in similar role.