Customer Experience Agent

Al Ghurair; Dubai; On-site; AED 35,000 - 50,000; Full time

Job summary

A leading customer service organization in Dubai is seeking a Customer Service Representative to interact with customers and manage queries. The ideal candidate has a bachelor's degree or a high school diploma, along with strong skills in customer care processes and communication. Previous experience in a similar role is required, along with the ability to prepare reports and maintain high levels of customer satisfaction. This role offers an opportunity to work in a collaborative environment.

Qualifications

• Preferred bachelor degree in any discipline or high school diploma.
• Knowledge of customer care processes and best practices.
• 1 to 2 years of relevant experience in a similar role.

Responsibilities

• Support the Customer Care Manager in implementing strategies for customer satisfaction.
• Handle customer inquiries and complaints professionally and efficiently.
• Prepare reports on service requests and customer feedback.

Skills

Knowledge of customer care processes and best practices

Communication and interpersonal skills

Multilingual

Good organizational and time management skills

Education

Bachelor degree in any discipline or High School Diploma

Tools

Computer skills/CAFM

Job description

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.