Senior Officer - Customer Service

Al Ghurair; Dubai; On-site; AED 35,000 - 65,000; Full time

Job summary

Al Ghurair in Dubai seeks a customer service/front desk professional to greet customers, guide queries, and process transactions per RTA guidelines. The role emphasizes maintaining KPIs and efficient queue management, with a focus on minimizing waiting times and avoiding complaints.

Candidates should handle peak hours and assist customers of all nationalities. The position requires strong front desk skills, clear communication, and the ability to direct customers through required documentation

Qualifications

• Experience in customer service or front desk roles.
• Ability to guide customers and address queries clearly.
• Familiarity with relevant guidelines and KPI targets.

Responsibilities

• Greeting customers and receiving them.
• Guide & clarify queries per customers' requests.
• Proceed with transactions per guidelines.
• Maintain KPI: reduce waiting times, target <10 minutes for 80% of customers.
• Issue queue tokens as required.
• Handle peak hours and deescalate complaints.

Skills

Customer service

Communication

Conflict handling

Queue management

Job description

Job Description:

Job Description

Receiving customers by Greeting, Welcoming them.

Guide & clarify the queries as per the customers' request.

Proceed with the transactions as per RTA guidelines.

Maintain RTA KPI for the processed transactions; Waiting Time: 80% of the customers waiting time should be less than 10 minutes.

Avoid any customers complaints

Issue token for the queue management system, as per the required service of the customers

Responsibilities

Handling the customers during the peak hours

Dealing with angry customers

Direct customers with incomplete documents properly in order to help them accurately and without fail.

Managing customers of any Nationality