إرفاق
الوصف الوظيفي
· Participate in the end-to-end customer journey design of new and enhanced services based on operational insights, market trends, and customer feedback.
· Participate in dispute & complaints resolution, refund processing, and the escalation of third-party service provider SLA deviations where required.
· Oversee and participate in issuance of all types of services as per approved procedures and delegations and insure alignment with the regulations.
· Periodically review service categories and eligibility criteria to align with evolving customer needs and strategic priorities.
· Ensure end-to-end activation of core and value-added services, including backend configuration and operational implementation.
· Develop customer journey frameworks covering service rules, pricing, workflows, billing, customer communications, and service standards.
· Define service structures, SLA requirements, backend workflows, and customer communication standards for new services in coordination with the Parking Management Section.
· Monitor service operational performance, operational efficiency, quality standards, and customer experience, while supporting customer-facing teams in resolving inquiries, complaints, disputes, refunds, and recurring issues.
· Participate in the escalation and resolution of third-party service provider SLA deviations where required.
· Support compliance with regulatory requirements, concession agreements, and system integration requirements.
· Oversee accurate system activation and define performance KPIs and reporting requirements for external service providers in coordination with the Parking Management Section, while contributing to contract and SLA management.
· Monitor the SLA and KPI performance of third-party operators from a customer journey perspective, identify service gaps impacting customer satisfaction, recommend corrective actions, and support service continuity.
· Coordinate with service partners (e.g., EV charging, valet, and car cleaning providers) to ensure service delivery aligns with agreed service outcomes in coordination with the Parking Management Section.
· Maintain an integrated, real-time dataset of permits, reservations, and service transactions to support operational transparency and decision-making.
· Analyse usage trends, SLA performance, adoption rates, and customer satisfaction to identify improvement opportunities.
· Identify recurring customer issues across all service lines and implement policy or operational improvements to address root causes.
- Leverage operational insights to propose service enhancements aligned with market demand and organizational strategic objectives.
المهارات
· Policy Development – Advanced
· Permit Management – Advanced
· Service Development & Optimization – Advanced
· Inspection & Service Monitoring – Advanced
· Customer Eligibility Assessment – Advanced
· Inventory Management – Advanced
تفاصيل الوظيفة
المسمى الوظيفي
Specialist
مكان الوظيفة
الإمارات العربية المتحدة
المدينة
دبي
الدور الوظيفي
الهندسة
الحالة الوظيفية
دوام كامل
نوع التوظيف
دوام كامل
المرشح المفضل
المستوى المهني
متوسط الخبرة
جنسية المرشح
الإمارات العربية المتحدة
