Overview
Expert User Experience Specialist Jobs in An Naim · Jeddah · Saudi Arabia at Confidential
The Expert User Experience Specialist position involves receiving incoming calls, playing a vital role in the mental health services sector. This role requires strong communication skills and the ability to handle a diverse range of inquiries and issues that users may face. Working in a dynamic environment will positively impact the client experience and enhance their satisfaction with the services provided.
This position offers significant opportunities for professional growth and development, allowing for continuous training and skill enhancement in communication and problem-solving, which will strengthen your capacity to advance in your career path. Being part of an exceptional team contributes to a collaborative and engaging work environment that fosters teamwork and participation among colleagues.
Additionally, your role as a point of contact for incoming calls will enable you to better understand user needs, assisting in improving the services provided through support and assistance. You will play a pivotal role in enhancing user experience and strengthening the organization’s reputation in the market.
Responsibilities:
- Receive incoming calls from users, handle them professionally, understand their needs, and provide necessary support and information.
- Direct users to the appropriate service or department based on their needs, ensuring the accuracy of the information provided to them.
- Provide clear and precise information regarding the center’s services, treatment programs, schedules, and relevant procedures.
- Document and record call details, inquiries, and requests in the customer management system, ensuring data accuracy and easy retrieval of information.
- Receive complaints, observations, and suggestions, document and classify them, and follow up with relevant departments until resolution.
- Continuously coordinate with medical, administrative, and operational departments to ensure prompt handling of user requests and enhance the overall experience.
- Monitor user requests and cases requiring additional procedures, ensuring timely execution within specified deadlines.
- Assist users in navigating electronic systems and platforms related to services and schedules when needed.
- Track recurring complaints and observations, analyze them, and raise recommendations and suggestions that contribute to improving user experience and service quality.
- Conduct follow-up calls and measure user satisfaction levels regarding the services provided based on established standards.
- Engage with users respectfully and professionally, especially in cases of complaints or dissatisfaction, and work on resolving issues or escalating them to the appropriate responsible party when necessary.
- Prepare and submit daily, weekly, and monthly reports related to calls, inquiries, complaints, schedules, follow-ups, and user satisfaction levels.
- Monitor performance indicators related to user experience, such as response times, call volumes, complaints, resolution times, and user satisfaction rates.
- Maintain confidentiality and privacy of user data and adhere to established policies and procedures at the center.
- Participate in training programs and workshops related to user experience and continuously work on developing professional skills.
- Perform any other tasks related to the nature of the job as assigned.
Title: Expert User Experience Specialist
Company: Confidential
Location: An Naim · Jeddah · Saudi Arabia
