Ready to help build Saudi Arabia's next generation mobile service?
Yes? Great! Because we're looking for talented, motivated, friendly, honest and enthusiastic go-getters just like you. And together, we're going to build Saudi Arabia's next generation mobile service.
Everyone working at Virgin Mobile shares an inspired goal - to make people happy, one phone and plan at a time. That's our business. Your job will be to help make sure that goal is achieved right here in Saudi Arabia.
Together, we'll help put the newest and coolest phones in people's hands and deliver prepaid and postpaid data plans built around their needs, and definitely have a lot of fun doing it.
Why be part of it?
At Virgin, people are our greatest asset. We truly believe that when people are treated with respect and given the freedom to be themselves, everything is possible.
From Virgin Megastores in Dubai, Virgin Mobile, and Virgin Atlantic through to Virgin Galactic we have never stopped believing that with the right people anything is possible.
When you work at Virgin Mobile, you'll be surrounded by some of the newest and coolest phones, gadgets, people and innovations out there. But remember, all that stuff means little if you lose sight of what really matters: our customers.
After all, technology is for people. And it's people who inspire us most.
Directly reporting to the CEO, the Customer Care Director shall provide leadership and guidance to the customer care team. The successful incumbent will plan and manage contact center operations and activities to ensure that a professional level of service is being offered to customers in line with the company brand requirements and business objectives.
Duties and Responsibilities
• Develop both short- and long-term strategies for the team, aligning them to the overall organization strategy
• Develop and create customer access channels ensuring that Virgin Mobile is at the leading edge of service delivery by utilizing effective technology based infrastructure
• Establish sound and effective relationships with other departments and collaborate with them to develop service level agreements (SLAs)
• Drive the development and implementation of best practices in and ensure that KPIs are set and achieved which reflect the expected standards of operation
• Review reports on customer behavior as provided by and in conjunction with marketing analyses in order to identify improvements to service quality via customer care
• Implement and take action to achieve target productivity, quality indicators, and measure overall performance against set objectives
• Provide daily, weekly and monthly reports/feedback to management as related to customer care operations
• Define and implement methodologies to measure NPS, customer satisfaction, and Voice of the Customer programs
• Provide an on-going benchmark and methodology for measuring customer experience
• Overall management of the day to day operations of the Customer Care
• Drive the development of a resources plan for optimal performance for now and future requirements and ensure there is a supporting recruitment plan in place
• Ensure availability of an effective training methodology for all customer care staff in order to keep them updated in relation to all Virgin mobile products and services and problem resolution
• In conjunction with the Human Resources Department, develop and implement a career planning methodology for optimal utilization of staff, attraction and retention
• Manage, motivate, develop and appraise staff to ensure the highest level of operation
• Plan, monitor and control department budget effectively
• Implement up-selling/cross-selling best practices to ensure revenue generation
• Implement and deploy new technologies, service delivery channels and self-care channels to reduce overhead cost
• Closely monitor and manage cost per contact, ration of employees vs. customer base
Job Details
| Date Posted: | 2013-10-04 |
| Job Location: | Jeddah , Saudi Arabia |
| Job Role: | Management |
| Company Industry: | Telecommunications |
Preferred Candidate
| Career Level: | Executive/Director |
| Degree: | Bachelor's degree / higher diploma |
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