Excellence Specialist

Full time at ParamInfo in UAE

Posted on January 31, 2025

Job details

Roles and Responsibilities

Customer-Centric Mindset
Deep understanding of customer needs, preferences, and behaviors. The ability to anticipate customer expectations and tailor service offerings accordingly is essential for delivering service excellence.
Empathy to understand customer pain points and create solutions that truly meet their needs, ensuring a positive experience at every touchpoint.
Service Quality Management
Expertise in quality management systems such as Six Sigma, Lean, and Total Quality Management (TQM) to ensure that service delivery consistently meets high standards.
Ability to develop and implement service standards, guidelines, and best practices for the organization to follow.
Familiarity with service level agreements (SLAs) and Key Performance Indicators (KPIs) to monitor and maintain service quality.
Customer Experience (CX) Strategy
Knowledge of CX frameworks to design seamless and effective customer journeys that focus on satisfaction, loyalty, and advocacy.
Ability to map the customer journey, identifying touchpoints, pain points, and opportunities for enhancing the overall customer experience.
Ability to incorporate feedback mechanisms (e.g., surveys, focus groups, social media listening) to collect and analyze customer insights, ensuring continuous service improvement.
Service Recovery & Problem Resolution
Expertise in handling customer complaints and resolving issues quickly and effectively, turning negative experiences into opportunities for loyalty and satisfaction.
Ability to implement service recovery strategies and ensure customer concerns are addressed promptly and professionally.
Conflict resolution skills to manage difficult or emotional customer situations with tact and diplomacy.
Continuous Improvement
Ability to drive continuous service improvement (CSI) initiatives, focusing on enhancing both the efficiency and quality of service.
Expertise in data analysis and performance metrics to identify areas of service delivery that need improvement.
Experience in running service improvement projects, including identifying root causes of problems, implementing solutions, and measuring the impact of changes.
Leadership & Change Management
Leadership skills to inspire and guide teams in delivering excellent service, fostering a culture of excellence throughout the organization.
Change management expertise to implement new service standards, tools, and processes, ensuring smooth transitions and buy-in from all stakeholders.
Ability to mentor and train employees on the principles of service excellence, developing a team-oriented approach to customer service.
Communication Skills
Exceptional verbal and written communication skills for interacting with customers, clients, and internal stakeholders.
Ability to communicate complex service issues clearly and effectively, both in person and through digital channels.
Active listening skills to fully understand customer needs and concerns, providing tailored solutions based on their feedback.
Employee Engagement & Training
Ability to develop and implement training programs that emphasize customer service excellence, empowering employees with the tools and knowledge needed to succeed.

Desired Candidate Profile

Understanding of how excellent service impacts business performance, customer loyalty, and profitability.
Ability to create business cases for service excellence initiatives, demonstrating the return on investment (ROI) through improved customer satisfaction, reduced churn, and increased customer lifetime value (CLV).
Ability to manage service budgets and allocate resources effectively to support service initiatives.
Brand Management & Customer Loyalty
Expertise in brand positioning and aligning service delivery with brand promises to ensure consistency in customer experience.
Knowledge of loyalty programs and other strategies to drive repeat business and build long-term customer relationships.
Ability to create advocacy programs that turn satisfied customers into brand ambassadors.
Data-Driven Decision Making
Expertise in data analytics to assess service performance, track customer satisfaction, and identify areas for improvement.
Ability to use customer feedback, reviews, and ratings to drive operational changes and improve service quality.
Proficiency in using customer satisfaction metrics (e.g., Net Promoter Score, Customer Satisfaction Score) to measure service effectiveness.

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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Hiring company

ParamInfo

Param Info is a Global Leader in providing Consulting, IT Services, IT Solutions and Outsourcing. We are one of the fastest growing IT service provider with operations in Middle East, USA and India. With a result oriented approach, quality deliverables, and successful long term relationships represent Param Info's professionalism, dedication, passion and dynamism as leaders. Providing solutions aimed at improving business management through streamlining business and IT processes. ParamInfo offers end-to-end IT and business process services that facilitate the ongoing evolution of our clientâ€™s business.

Excellence Specialist

Job details

Roles and Responsibilities

Desired Candidate Profile

Tools & Technologies

Apply safely

Hiring company

ParamInfo

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Excellence Specialist

Job details

Roles and Responsibilities

Desired Candidate Profile

Tools & Technologies

Apply safely

Hiring company

ParamInfo

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