Duties of the General Department of Beneficiary Services
The General Department of Beneficiary Services is responsible for the following:
• Delivering the Ministry’s services to beneficiaries and partners through branch offices and electronic channels.
• Managing Customer Relationship Management (CRM) systems and ensuring compliance with the Service Level Agreement (SLA) across approved communication channels.
• Following up on beneficiary complaints to ensure service quality and adherence to SLA performance indicators.
• Enhancing coordination between service delivery channels and internal/external entities to ensure information consistency and effective knowledge sharing.
• Supervising the delivery of services and developing service channels to improve the beneficiary experience.
• Organizing meetings between beneficiaries, investors, and Ministry leadership to review suggestions and complaints and work toward resolving them.
• Coordinating with relevant sectors to expedite responses and address beneficiary inquiries and complaints.
• Preparing reports and statistical analyses to measure beneficiary satisfaction with services provided across the Ministry’s regional branches.