General / Key Responsibilities of the Customer Happiness Section

1. Ensure the delivery of an exceptional and consistent customer experience across all approved service delivery channels, facilitating easy access to services, efficient completion of transactions, and increased customer satisfaction.
2. Ensure the implementation of government service excellence requirements and standards in line with relevant government directions for service development and enhancing the quality of the customer experience.
3. Manage customer service delivery channels in accordance with approved procedures and standards to ensure effective responses and a consistent customer experience.
4. Manage the main customer happiness services, including inquiries, complaints, suggestions, and requests for dispute resolution with telecommunications service providers, while regularly monitoring their performance and outcomes.
5. Manage and develop the Customer Relationship Management system and ensure its efficient use in documenting requests, tracking cases, generating reports, and improving workflows to support effective follow-up and service delivery.
6. Manage and analyze Voice of the Customer channels and outputs to identify customers’ needs and expectations, identify opportunities for improvement, and develop initiatives that enhance service quality and the customer experience.
7. Monitor and evaluate the quality of customer interactions across various channels, including the accuracy of information, clarity of responses, quality of language, response time, and compliance with service standards.
8. Develop and improve customer journeys and service delivery channels in coordination with the relevant departments by reviewing customer journeys, simplifying procedures, and addressing opportunities for improvement to enhance service accessibility and delivery efficiency.
9. Support digital transformation, Zero Government Bureaucracy, and service development initiatives by identifying opportunities to reduce process steps, accelerate service completion, and improve the customer experience across all service delivery channels.

Duties and Responsibilities of the Customer Happiness Section

1. Receive, classify, and document customer requests submitted through service delivery channels, including inquiries, complaints, suggestions, and dispute resolution requests, in accordance with approved procedures.
2. Manage and follow up on cases through the Customer Relationship Management system, including documenting and classifying requests, updating their details, and tracking all stages of processing until closure. This includes ensuring the accuracy of data entries and the completeness of records, as well as coordinating with the relevant parties to ensure workflow efficiency and effective follow-up.
3. Monitor and respond to the official email account related to customer services, or forward messages to the relevant departments and follow up on the required actions when necessary.
4. Manage the contact center and monitor its operational performance and service quality to ensure effective responses to customers and compliance with approved service levels.
5. Monitor compliance with service levels and operational agreements with internal and external entities to ensure that requests and feedback are addressed within the approved timeframes and in accordance with the required quality standards.
6. Monitor service performance indicators, including request volumes, completion and closure rates, compliance with approved timeframes, the quality-of-service outputs, customer satisfaction, and response times, in support of improving service efficiency and the customer experience.
7. Analyse the capacity of service delivery channels by assessing demand volumes, operational capacity, and channel efficiency, and submit recommendations regarding resource allocation and performance improvement to support planning and decision-making.
8. Review and evaluate the quality of customer interactions across various channels, including calls, written responses, and emails, in terms of information accuracy, clarity of responses, language quality, communication style, response time, and compliance with approved standards and procedures. This also includes identifying opportunities for improvement and submitting the necessary recommendations.
9. Manage and analyze Voice of the Customer channels and outputs, including complaints, inquiries, suggestions, Customer Pulse results, Customer Councils, and mystery shopper studies, to understand customer needs and expectations, identify the causes of dissatisfaction, monitor recurring feedback and improvement opportunities, and develop practical initiatives that contribute to enhancing service quality and the customer experience.
10. Conduct and document Customer Councils, follow up with the relevant departments on the closure of resulting recommendations within the specified timeframes, and submit summaries to senior management when required.
11. Ensure the implementation of government service excellence requirements and standards, including the Sheikh Khalifa Government Excellence Program, the Emirates Government Service Excellence Program, the Global Star Rating System for Services, and relevant government directions related to service development.
12. Monitor the implementation of the UAE Government Promises for Future Services and measure the level of compliance with them, publish the measurement results through TDRA’s digital channels, and implement awareness initiatives that promote their adoption and application in service delivery.
13. Monitor the implementation of Government Performance System requirements at the service level by coordinating the collection and updating of performance data, analyzing results, monitoring indicator targets, and submitting improvement recommendations that support performance efficiency and service quality.