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
• Basic understanding of executive communication and professional correspondence
• Familiarity with general administrative practices and office coordination
• Awareness of intranet usage and content governance processes
• Ability to support presentation preparation and executive reporting
• General understanding of the organization’s business context and operations
• Basic knowledge of technical reporting and documentation practices
• Familiarity with committee and team coordination activities
• Awareness of knowledge and innovation management concepts
• Understanding of policy implementation and compliance requirements
• Basic awareness of quality, health, and safety standards
• Good communication and stakeholder coordination skills