Dubai Department of Economy and Tourism Hiring for Executive – Consumer Complaints at دبي, الإمارات العربية المتحدة Full Time

JOB OBJECTIVE:The Executive is responsible for categorizing, analyzing, investigating, and resolving consumer complaints that have been escalated. The role also generates actionable reports, handle complex cases, and participate in process improvements.The Executive will play a role in ensuring an efficient and focused customer service environment and implementing measures to achieve the most appropriate resolution for DET customers. Additionally, the Executive will coach and develop the executive team to embed best practices and remedy negative customer experiencesCore Functional Responsibilities:Identifies and organizes complaints in terms of category between consumer and the DET, and assigns them to different staff to handle.Analyze complaints and generate regular reports to highlight trends, themes and patterns and provide recommendations for improvement.Personally, handle the most complex or high-profile complaints, de-escalating consumer dissatisfaction and ensuring the most appropriate resolutionEnsure complaints are addressed promptly and proactively by effectively investigating and finding appropriate resolutions in accordance with enacts’ procedures whilst maintaining a consumer-focused approach.Working across the business, utilize consumer feedback to identify key areas for process, policy and service improvementsParticipate in Identifying new and innovative ways of working that improve complaint handling and consumer satisfaction.Participate in developing an appropriate coaching and assurance programme to ensure the highest caliber of communication and correspondence is delivered from the complaint’s resolution teamParticipate in implementation or improvement of initiatives associated with consumer serviceIdentify root causes of consumer complaints, offering ideas for improvement to reduce volumes and improve the consumer experience.Helps the team supervisor in monitoring the resolution process for all lodged complaints, ensuring quality control and the timely and efficient execution of all respective action given the regulations and that all complaints are fully addressed and resolved.Liaises with the Legal team for all complaints, follows up on compliance within all resolutions, and updates the team supervisor regarding all pending cases.Prepares correspondence for consumer whose complaints have been addressed which the manager shall review and sign; further, in lieu of cases being delayed, further letters shall also be written explaining the cause of delay and prepared for Manager review and signatureEnsure complaints and correspondence are accurately recorded, and authorized policies and procedures are adopted for triage, resolution and escalation to ensure all complaints are managed effectively and to mitigate organizational risk Keep up to date of any changes in policies or procedures relevant for dealing with consumer complaints on.