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.