Home UAE Service Excellence Expert (13+ years experience required)

Home UAE Service Excellence Expert (13+ years experience required)

Service Excellence Expert (13+ years experience required)

Full time at Virtua Advanced Solution in UAE
Posted on January 31, 2025

Job details

Company Description Trans Skills is an HRIS solutions business offering services from hiring to payroll processing and payments. Founded in 2008 and headquartered in Dubai, we offer a comprehensive suite of products and services to help businesses source, onboard, ensure compliant global employment and payroll, and facilitate salary and statutory payments in over 140 countries. Trans Skills is also a global EOR provider with specialty recruitment and staffing solutions across the Middle East and Africa. We have a global network of 32 offices serving clients in more than 40 countries worldwide. Job Description A Service Excellence Expert is responsible for ensuring that an organization consistently provides outstanding service to its customers, clients, and stakeholders. Their role involves creating strategies and frameworks to enhance service delivery, building strong customer relationships, and driving continuous improvements to meet or exceed customer expectations. Key Skills and Competencies:

  1. Customer-Centric Mindset:
    • Deep understanding of customer needs, preferences, and behaviors .
    • Empathy to understand customer pain points.
  2. Service Quality Management:
    • Expertise in quality management systems such as Six Sigma, Lean, and TQM.
    • Ability to develop and implement service standards .
  3. Customer Experience (CX) Strategy:
    • Knowledge of CX frameworks to design effective customer journeys.
    • Ability to map the customer journey .
  4. Service Recovery & Problem Resolution:
    • Expertise in handling customer complaints .
    • Ability to implement service recovery strategies .
  5. Continuous Improvement:
    • Ability to drive continuous service improvement initiatives.
  6. Leadership & Change Management:
    • Leadership skills to inspire teams.
    • Change management expertise to implement new service standards.
  7. Communication Skills:
    • Exceptional verbal and written communication skills .
    • Active listening skills .
  8. Employee Engagement & Training:
    • Ability to develop and implement training programs .
    • Strong focus on employee engagement .
  9. Innovation & Technology Integration:
    • Ability to identify and implement new technologies .
    • Knowledge of digital customer service channels .
  10. Strategic Thinking & Service Design:
    • Strong strategic thinking to align service excellence initiatives.
    • Knowledge of service design principles.
  11. Business & Financial Acumen:
    • Understanding of how excellent service impacts business performance.
    • Ability to create business cases for service excellence initiatives.
  12. Brand Management & Customer Loyalty:
    • Expertise in brand positioning .
  13. Data-Driven Decision Making:
    • Expertise in data analytics to assess service performance.
    • Proficiency in using customer satisfaction metrics .
Tools & Technologies:
  • CRM Software: Microsoft Dynamics, Salesforce
  • Customer Feedback Tools: Qualtrics, EFM, Explorance
  • Helpdesk Software: ServiceNow, Ivanti, Zendesk, Freshdesk, LiveChat
  • Customer Analytics Tools: Tableau, Power BI, Google Analytics
  • Training & Learning Platforms: LinkedIn Learning, Coursera
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