Key Responsibilities
CUSTOMER SERVICE:
Attend to customer’s incoming calls on toll free number.
Ensure maximum availability on toll free number in service times by effective co-ordination with other staff for both languages.
Respond to e-mails in a professional and timely manner.
Help build a positive brand identity for Tejari by delivering world class customer service following the call scripts, call handling protocols and utilizing analytical and trouble shooting skills.
Striving to improve / enhance soft skills to effectively deliver highest standards of customer service.
Striving to limit all calls to FCR. (First contact resolution).
WORK PROCESSES:
Ensure logging cases for all calls and e-mails in the CRM follow up and update till closure.
Continually monitor the pending cases, take ownership and ensure timely resolution, customer engagement and satisfaction.
Highlight recurring customer problems/issues to Line Manager.
Provide weekly performance reports to Line Manager.
KNOWLEDGE:
Ensure strong knowledge of Tejari portals and their functionality.
Support the development of FAQs/users manuals for the portals.
Support the development of case logging & follow up processes.
Upgrade skills and knowledge on a continuous basis.
KEY PERFORMANCE INDICATORS:
Customer satisfaction with time, quality, efficiency and effectiveness of service provided.
Professionalism and pro-activeness.
Knowledge & skills upgrade
Job Details
| Posted Date: | 2018-10-04 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Information Technology |
Preferred Candidate
| Career Level: | Entry Level |
| Gender: | Male |
| Degree: | Bachelor's degree |
from Jobs in UAE | Bayt.com https://ift.tt/2DUxAEH
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