Experience & Care Manager Job at SWVL

Experience & Care Manager Job at SWVL… See details on how to apply for the opportunities available at SWVL.

Descriptions;

Swvl is a global tech startup based in Dubai that provides a semi-private alternative to public transportation for individuals who cannot afford or access private options.

Responsibilities:

Representing the customer voice
Implementing a Customer Care/Experience strategy aligned with SWVL’s overall vision, but localized and tailored to the unique needs of local customers
Working closely with the central team to streamline processes and apply best practice whilst ensuring the right balance between localization and centralization;
Cascading critical business updates from the central team to local team through excellent reporting & presentation during the business weekly reviews
Managing performance for external BPO for all target & hygiene KPIs
Proactively creating a quarterly calendar for obtaining customer feedback, identifying potential opportunities for innovation, and driving change while working closely with all relevant stakeholders.
Developing local customer excellence programs and processes intended to help the organization understand, analyze and create a positive customer experience at every touchpoint;
Driving continuous process improvement to influence the end to end experience of and customers and impact retention, customer satisfaction & rating
Managing stakeholder relationships across the broader business to set the right expectations;
Managing & monitoring all waiver & refunds activities pertaining to the customer
Driving the metrics for use in evaluation of customer KPIs such as speed, efficiency, effectiveness, quality, and accuracy;
Solving critical business problems and improving experience KPIs through data analytics and trend analysis; and creating action plans for continuous improvement;
Building and leading a high performing team covering Customer Experience and Fleet Quality Management;
Leading teams on redefining how customer experience should be run, aligning experience concepts, vision/direction, and related processes;

Experience and Personal Qualities:

At least an undergraduate degree in a relevant discipline.
5 years experience in a customer-centric environment in the services industry.
Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience;
Excellent oral and written communication skills;
Experience and skill in areas such as customer experience process development & audit, quality management & training;
Analytical, data-driven and process-oriented; with excellent ability to problem-solve; and
Proven track record of customer experience and operational achievement of pre-defined global KPIs such as CSAT, NPS, contact rate and other efficiency and effectiveness KPIs that directly impact growth through retention of customers.