أخصائي خدمات باركن

· 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.

Job Details

Posted Date:

2026-09-10

Job Location:

United Arab Emirates - Dubai

Job Role:

Engineering

Preferred Candidate

Career Level:

Mid Career

Nationality:

United Arab Emirates

Degree:

Bachelor's degree