The jobholder is responsible for enhancing customer satisfaction by creating a customer-focused environment through ensuring resolving of customer complaints quickly, fairly and with a win-win approach. In addition to enhancing the organization's ability to improve its customer service through investigating root causes of problems to avoid future recurrences.

DUTIES & RESPONSIBILITIES
1. Develop strong understanding of the business issues and data challenges of the organization and the retail industry.
2. Review, analyze, and study existing business systems; including SOPs and process maps.
3. Use Quality Tools such as benchmarking, gap analysis, Pareto analysis, fish- bone diagrams, and process mapping for fact base decisions making.
4. Review and improve the Customer Service and Customer Complaints handling processes.
5. Listen to Customer Complaints and study the Customer Satisfaction Surveys
6. Follow up the corrective actions being taken by Operational teams to resolve the Customer problem and ensure their Satisfaction.
7. Investigate the Customer issue and identify the root cause of the problem.
8. Identify the Complaint-Owner, request a meeting with all the concerned staff and address the problem clearly to the meeting attendees.
9. Take the Minutes of Meeting and document the discussion and conclusion resulted from the meeting, and send it to all the attendees and concerned team members.
10. Based on the policy and history records for the department and staff, issue the necessary disciplinary actions against persistent non-compliant staff.
11. Suggest preventive actions to increase efficiency of activities and discuss them with the related parties.
12. Follow up the implementation of the preventive actions agreed in order to avoid the recurring of such incidences.
13. Prepare the monthly Complaints Analysis Report which includes full interpretation of Customer Complaints, root causes, issues, statistics, corrective actions, preventive action plans and disciplinary actions taken
14. Maintain current and accurate records of all Complaints-relevant communications, documents, and action plans for future reference and performance monitoring.
15. Send a copy of the Monthly Complaints recorder against Sales departments to the HR department for Bonus calculation purposes.
16. Assist in persuading reluctant staff to change their way of working to incorporate quality methods and driving them to plan, formulate and agree comprehensive quality procedures;