Senior Officer- Customer Happiness Centers

Strategy

• Support departmental objectives by ensuring timely execution of administrative and reporting requirements.
• Assist in implementing organizational policies, procedures, and compliance requirements within the department.

Operations

• Maintain accurate documentation and records to support decision-making, audit readiness, and information security standards.
• Manage manager schedules, coordinate appointments, and arrange meetings with internal and external stakeholders.
• Prepare, draft, and register correspondences, circulars, and official letters; ensure timely dispatch and follow-up.
• Maintain and update departmental files, records, and databases in hard and electronic formats, ensuring confidentiality and compliance with information security protocols.
• Enter permissions, attendance, and leave data into systems (e.g., Time & Attendance, Tarasul, CRM) and prepare periodic reports.
• Support onboarding of new employees by coordinating requirements such as PCs, phones, employee cards, and office supplies.
• Maintain inventory of office supplies, process procurement orders, and coordinate maintenance of office equipment.
• Attend departmental meetings, prepare minutes, and follow up on assigned action points.
• Track and close assigned tasks, suggestions, and complaints within approved SLAs using RTA systems.
• Provide clerical support including scanning, archiving, and organizing documents while ensuring information security measures are applied.
• Coordinate with HR for employee-related requests (leaves, training, certificates, resignations, etc.).

Product / Process Improvement

• Ensure systematic filing, record-keeping, and compliance with document control and information security procedures.
• Recommend improvements in administrative workflows, reporting, and secure document handling.
• Participate in training on new administrative systems, tools, and information security awareness.
• Support continuous improvement initiatives by providing feedback from day-to-day operations

• Diploma/ Bachelor’s degree in Business Administration, Office Management, or Human Resources Management
• 0-1 Years in case of Bachelor’s degree (5+ years in case of Diploma) in related field
• Positive attitude with a willingness to support customers and team members
• Strong customer service mindset and ability to respond professionally to customer needs
• Eagerness to learn and deliver tasks with accuracy and quality
• Good verbal and written communication skills
• Basic understanding of customer communication and professional correspondence
• Familiarity with general administrative and office support practices
• Ability to prepare simple reports, presentations, and documentation
• Basic knowledge of systems, applications, and digital communication tools
• Understanding of customer service processes and service quality standards
• Ability to coordinate with internal teams and support stakeholder interactions
• Awareness of organizational policies, procedures, and compliance requirements
• Willingness to learn about customer experience improvement and service excellence practices
• Basic understanding of health, safety, and workplace compliance standards