SUMMARY DESCRIPTION

The role holder is responsible to ensure effective customer services satisfaction to “Client” customers for all branch related walk-in enquires, follow up by leading a team of Customer Care Representatives.

RESPONSIBILITIES

• Manage daily customer operations via multiple channels (Calls, e-mails and walk in customer).

• Manage customer escalation and complaints on the spot.

• Ensure customer satisfaction by supporting the management of all enquires and complaints by “Client “customers directed at customer service branches.

• Confers with customers to provide information about “Client “services, registering their

complaints if any, resolving their queries or obtaining other relevant customer details including history of association between “Client “and the customer.

• Coordinate and Resolves issues in customer service and ensure the tracking and closure of the same according to “Client “customer service code of practice if escalate to the supervisor level.

• Overseas records of customer interactions or transactions including but not limited to customer queries, complaints, comments as well as actions taken to resolve issues faced by them.

• Coordinates and communicates with other “Client “departments to initiate and follow up on outstanding customer transactions.

• Contacts customers for responding to inquiries or to notify them of the inspection results basis

the investigations carried out in the customers’ building premises for complaints regarding electrical/ water system repairs.

• Checks regularly to ensure that appropriate changes were made to resolve customers’ issues and ensure satisfaction services.

• Tracks and ensures follow up on delayed customer payments and coordination with other

departments in cases of reconnections, meter installations, disconnections, and meter readings.

• Disseminates information regarding new products or services provided by “XYZ”.

• Ensures “Client “customers are educated on the documentation requirements.

• Ensures all customer services policies and procedures as per the “Client “customer service code of practice are followed.

• Refers unresolved customer grievances to designated departments for further investigation

• Works in cooperation with Quality Assurance and Continual Improvement department on maintaining the ISO 9002 certification.

• Carries out and ensures the compliance of all activities within the Customer Management Section are in line with “Client “health and safety regulations.

• Educate customers about organization’s products or services.

• Monitor business and process metrics to measure and manage customer service effectiveness.

• Conduct meeting with Managers to discuss about process improvements and issues.

• Train customer service staff to deliver high class customer service.

KNOWLEDGE, SKILLS, AND EXPERIENCE

• Bachelor’s degree or equivalent in any discipline.

• More than 8 years of experience in customer Service and 3 years as same level

• Proficient knowledge of customer service, and standard office practices and procedures.

• Proficient computer skills.

• Proficient standard office equipment skills.

• Strong people skills.

• Excellent phone etiquette.

• Written and Spoken Both English and Arabic is a privilege