Customer Success Specialist Ghobash Group

DUTIES & RESPONSIBILITIES

Monitor and analyze feedback from multiple customer experience channels, including:

Web and mobile satisfaction tools

Mystery shopper evaluations

CRM feedback reports

Survey platforms and user complaint portals

Conduct daily analysis of feedback data to identify issues, trends, and user pain points.

Collaborate closely with UX, IT, operations, and customer engagement teams to resolve escalated feedback issues and implement enhancements.

Track and report on performance metrics such as customer happiness, complaint resolution, and engagement levels.

Drive root cause analysis and suggest both short-term and long-term improvement actions.

Prepare structured reports and dashboards that highlight gaps, solutions, and KPI progress.

Facilitate knowledge sharing and internal training on feedback collection tools, reporting workflows, and corrective/preventive action processes.

Support service improvement initiatives to align with government digital standards and customer satisfaction benchmarks.

Coordinate action plans in response to feedback using platforms such as Jira, Figma, or other issue tracking systems.

Assist in aligning service quality efforts with award criteria and regulatory compliance requirements.