Job Description

Develop and implement advanced mechanisms to manage customer inquiries, suggestions, and complaints, ensuring timely responses and high-quality solutions. Supervise and coordinate responses to all internal and external stakeholder inquiries across multiple channels (phone, email, in-person, voicemail), ensuring effective collaboration with relevant Library units. Design and enhance the customer happiness journey in coordination with the department team, providing continuous improvement recommendations. Participate in planning and executing community initiatives and programs aimed at improving the satisfaction of internal and external stakeholders, including evaluating their impact and effectiveness. Monitor and ensure the implementation of responses to stakeholder inquiries, complaints, and suggestions, reporting outcomes to senior management. Analyze developmental proposals and stakeholder feedback to prepare strategic recommendations for service improvement and customer journey enhancement. Oversee the application of customer excellence standards (7-Star Service), ensuring compliance with Dubai Government regulations, guidelines, and best practices. Provide technical and supervisory support to the Customer Happiness team to ensure high-quality performance. Participate in the preparation and review of customer happiness policies and procedures, ensuring continuous updates and alignment with best practices. Perform any other tasks or responsibilities related to the department's work as assigned by the direct supervisor.

Qualifications

Bachelor's degree in Business Administration or equivalent, with a preference for a certification in Customer Service and Happiness. * 3-5 years of experience in customer service.