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Jeddah , Saudi Arabia
Posted 2020/09/14 11:12:41
Ref: JB4239363
Job Description
- Recover the members through outbound calls and emails to ensure customer satisfaction through all channels
- Act as a focal point internally for all digital issues and recovery
- Performing NPS outbound calls to measure the customer satisfaction
- Own the daily mobile app ratings and communicate with all stakeholders
- Sending regular promotions through push notifications from mobile app promoting different services
- Perform mobile app daily health checks for all operational functionalities to ensure it is operating smoothly without any or minimal errors
- Act as a focal point for all production issues and ensure closure of all points.
- Perform testing in UAT and prepare for all production releases
- Log all feedback and comments into the system for track record.
- Track all digital channel operational issues/errors such as mobile app and coordinate with development team for required corrections.
- Perform loss tree analysis for all digital issues and apply KAIZEN methodology to close all gaps
- Send weekly/monthly updates for all issues and actions to all stakeholders for a better insight on points of focus (Top issues to be highlighted along with preventive actions)
- Prepare PID’s for digital customer experience projects/enhancements for continuous improvements.
Skills
- 0 – 3 years
- Well skilled in customer experience and customer service
- Healthcare organization experience is a plus
- Strong communication and presentation skills.
- MS Office skills
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- A general understanding of digital technologies
- Bachelor’s Degree
Job Details
Job Location
Jeddah , Saudi Arabia
Job Role
Other
Preferred Candidate
Career Level / Band
Mid Career
Years of Experience
Max: 3
