Skill Inventory Matrix
Enabler for Internal Mobility Program
Records
| ID | Sector | Division | Department | Unit | Technical Skills |
|---|---|---|---|---|---|
| 5098 | Customer Care | Complaints Management | Knowledge of customer complaint resolution processes and service quality standards. | ||
| 5099 | Customer Care | Complaints Management | Knowledge of escalation management frameworks and SLA monitoring practices. | ||
| 5100 | Customer Care | Complaints Management | Knowledge of Customer Complaint Management Systems such as CRM 360 and the SAMA Care Portal. | ||
| 5101 | Customer Care | Complaints Management | Knowledge of regulatory requirements, including SAMA Consumer Protection standards and escalation protocols. | ||
| 5102 | Customer Care | Complaints Management | Knowledge of automated ticketing systems and escalation workflows. | ||
| 5103 | Customer Care | Complaints Management | Knowledge of Root Cause Analysis (RCA) & Corrective Action Planning, Complaint Resolution Quality & Customer Satisfaction Analytics. |