Job Description
Interact with Internal/External Customers to provide information for the queries raised, to register a Services request and to respond on the status of request or complained raised or registered.
Strategic
RESPONSIBILITIES
- Execute and support Customer Care Incharge/Manager in Implementation of strategies useful in improving customer relationship, dedication, and satisfaction.
- Support in Implementation of customer service procedures, policies and standards for organization or department therby contributing in achieving SLA and KPI's.
- Contribute in achieving customer satisfaction goals, programs and plans and support to meet them on steady basis.
- Ensures that all customer complaints and service inquiries are handled in a professional, accurate, efficient and friendly manner.
Operational
- Handling Incoming/Outgoing calls, greeting the caller and to provide information on registered request or complain or to register a new complain.
- Registering complaints/Job requests in CAFM, ensuring recording details, prepares change of address records, and updates information, monitor client specific applications for new jobs/requests.
- Refer registered request/Complain to concerned designated department/personnel to get it resolved, taking a feedback on the close out and updating in the system and also to update the status to customer if received enquiries on the status.
- Checking helpdesk emails, Web/App Complaints request from customers, monitoring abandoned calls and calling back the customers.
- Preparing Daily/Weekly/Monthly/yearly reports.
- Login/Logout according to the shift timings.
People Management
- To have an excellent relationship with the other department and team memebers to ensure deliver meets/exceeds Customer requirements.
- Handling escalations and escalating when needed to the relevant department.
Product/Process Improvement
- Carry out customer satisfaction survey as & when requested and thereby contributing in identifying gaps for process and customers expectation improvements
Qualifications
Education & Certifications:
- PREFERRED : Bachelor degree in any discipline or High School Diploma.
- MINIMUM :
Knowledge & Skill
- Knowledge of customer care processes and best practices.
- Computer sskills/CAFM.
- Communication and interpersonal skills, multilingual.
- Good organizational and time management skill.
Experience
- PREFERRED : Relevant Experience in UAE or Gulf preferred .
- MINIMUM : 1 to 2 years, preferable experience in similar role.
