Requirements
Coordinate with the supervisors of other department/agency to ensure the
communication efficiency and following on cases
Supervise the administrative affairs in the section of Case follow up and
resolution team
Support the Section Manager regarding projects related to improving case
logging tracking and resolution quality
Conduct sample testing of cases resolved by team to ensure adherence to
standards. Share monthly report with management
Prepare and share reports on case logging quality issues with call centre
team
Prepare and share reports on noncompliance to case extension grievance
and escalation policy by the agencies and departments
Prepare daily staff productivity and case aging reports and analysis
Make sure that each case is closed in accordance to the SOP and Standards
manuals defined by client
Study and suggest improvement plans to reduce number of cases logged
and potential First call resolution opportunities
Study and implement automation of all actions and processes related to
case resolution in coordination with the CRM team
Engage others and drive the performance towards excellence in order to
increase the level of customer satisfaction when it comes to solving
complaints and addressing customer needs.
Manage the rewarding of department/agency complaints and suggestions
coordinators.
Act as a liaison between the section and the departments/agency and
ensure the communication efficiency in receiving understanding
investigating and solving customer complaints and considering their
suggestions implementation.
Ensure that the coordinators are sending the complaints relating to all
departments and address with the relevant department/agency complaints
officer within the agency;
Answer customer inquiries and provide information on services and timings
and locations where customers can obtain services whenever needed.
Follow up the coordinators & support officers they ensure all cases are
directed to the concerned customer complaints officer in each
agency/department according to service responsibility as detailed in the
electronic system.
Supervise the support officers to identify training needs and train internal
coordinators officers managers on the complaints and suggestions
systems as and when required to ensure performance standards.
