Complaints Analyst

ABOUT YOU

You will need to have the following skills, experience and knowledge to be successful:

• Bachelors Degree in any discipline.
• Minimum 3 years of call center experience
• The ability to analyze complex situations, identify patterns, and propose relevant solutions.
• Strong verbal and written communication skills are necessary for effectively interacting with customers and internal stakeholders.
• A genuine concern for customer satisfaction and the ability to empathize with their concerns.
• Being meticulous in documentation and investigation is important for ensuring thoroughness and accuracy in complaint resolution.
• The capacity to handle difficult situations and resolve conflicts diplomatically is valuable in de-escalating tensions and finding mutually acceptable solutions.
• Ability to drive strategic initiates to enhance efficiency, customer experience, and effectiveness. Think out of the box.
• Excellent team management, planning, and execution skills
• Proactive, collaborative and consultative
• Excellent presentation and communication skills both written and verbal. Arabic language is preferred.
• Strong Leadership and Interpersonal skills
• Customer Focus and Result Driven.

Additional Requirements 

• Self-motivated and proactive
• Has integrity, instils trust, and leads by example.
• Understanding of process improvement in an agile manner 
• Able to work under pressures and to strict deadlines. 
• Ability to simplify complex environments and work with ambiguity. 
• Applies a good level of emotional maturity in their role. 
• Reliable team player who will contribute their knowledge and experience into a team environment. 
• Organized and methodical.