Customer Happiness Tasks
1. Ensuring the provision of excellent level of services to all TDRA customers, through communication channels as well as customer care and customer happiness centers, by providing an environment and working means with high level of flexibility, accuracy and excellence in accordance with the latest international technologies.
2. Developing indicators to monitor the performance of the provided services, and reviewing the latest best international practices to ensure service provision with the best quality and efficiency.
3. Collecting data and statistics relevant to TDRA's customer service through service provision channels, and analyzing the collected information from customers' satisfaction surveys and the customers' suggestions and complaints, in addition to using the outcomes in formulating plans, programs and improvement measures to raise the level of provided services or proposing new services.
4. Providing TDRA’s customers with the needed information and guidance, and responding to their suggestions, complaints and aspirations in an excellent level of accuracy, and ensuring communication with all the customers and informing them about TDRA's services as well as responding to their needs and expectations
5. Organizing and following-up on the implementation of services-level agreements with those concerned, internally and externally.
6. Developing training programs for the customer happiness employees to ensure the continuous provision of high-level services or according to developed services
7. Monitoring and evaluation of the quality of customer service across all channels and assessing the information accuracy and the quality of used language and improving it on a regular basis
8. Ensuring the implementation of the standards of the Emirates Programme for Excellence in Government Services in all the pillars relevant to the framework of services development and customer happiness guidelines.
9. Coordinating with service departments for carrying studies and projects that ensure the development of services and methods of provision.
10. Following-up on the improvement and development of Customer relations management processes system, and ensuring the accuracy of the entered data and information.
11. Managing and operating the CRM system, and authorizing access to the users and training them on the system. Moreover, following on the employees’ performance in the system and drafting periodic reports on the work progress.
12. Studying and analyzing the customers’ needs and expectations and working to adopt the feasible ones which would have a positive effect on the level of provided services and the achieved satisfaction.
13. Planning and documenting the customer happiness section processes, and submitting the results periodically on the performance system
Call Center
1. Receiving all the customers’ requests submitted through the different communication channels
2. Documenting and following-up on the customers’ inquiries with the concerned departments and providing immediate instructions and information in an accurate manner
3. Documenting complaints and suggestions and referring them to the concerned departments after the completion of all the required documents
4. Documenting the most frequent asked questions and updating them regularly
Customer Happiness Centers
1. Managing and organizing the work of the service centers by providing a suitable space and working environment in addition to consolidating TDRA’s branding.
2. Coordinating with all entities and departments concerned with service provision for the aim of developing and improving the services’ level, through organizing the work procedures.
3. Preparing and qualifying the employees to be able to provide comprehensive services to the customers
4. Receiving the customers' inquiries and requests, and implementing them in order to achieve the highest level of satisfaction among customers.
5. Understanding the customers' needs and ensuring the readiness of the required documents for the service
6. Maintaining the properties and lost-and-found and ensuring they are handled according to the approved policies.
7. Managing and following up with the reception staff in customer happiness centers
8. Preparing and training the customers to use e-services through the business center
9. Documenting the complaints and suggestions and referring them to the concerned departments after collecting all the required documents.
Customer Care
1. Managing the complaints and suggestions, including the analysis and classification of all types of complaints and suggestions, following-up on their closure, and updating the database that includes all the complaints and received comments and categorizing them through the Customer Relation Management System (CRM).
2. Communicating with the complaints/suggestions providers to follow-up and review the complaints/suggestions closing in the CRM.
3. Communicating with the service providers and working to find substantial solutions to the complaints
4. Finding substantial solutions to the complaints and identifying changes in the patterns of the most frequent complaints in coordination with the concerned departments.
5. Reviewing and following-up on the submitted suggestions in the CRM, and develop periodic reports.
