Job detail

Job description

Our client one of the Government Company is looking for suitable candidates for the below position.

Customer Services Representative

Job Purpose
To work as part of a team delivering a first class, professional customer service, using a range of communication methods, to ensure that where possible customer enquiries, service requests and complaints are resolved at the first point of contact.

Main Accountabilities
¿ To assess and resolve enquiries, requests and complaints, primarily on the telephone, but also by other electronic access channels, to ensure that customer enquiries are resolved at first point of contact, unless specialist knowledge or further investigation is required.
¿ To use sound judgment and take decisions within established procedures for each service request including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.
¿ Provide a comprehensive information service, advising on services available from, and the policies and procedures that will resolve or inform the needs of the customer.
¿ Maintain electronic and written databases of letters and forms received, information given, services requested and complaints made, to ensure accuracy of information and efficiency when dealing with customers.
¿ To encourage feedback on services provided and recognize the changing needs of the service, and make recommendations to the Supervisor for service improvements.
¿ To participate in the induction and training of new customer services advisors to ensure a high level of up to date knowledge is maintained.
¿ To undertake general administrative duties in the Customer Information and Advice Service, including opening and sending mail, leaflets, faxes etc using the photocopier and enveloping machine, taking electronic copies as necessary, to ensure the smooth flow of work within the Helpdesk.
¿ To undertake any other duties as required commensurate with the post.

Experience and qualifications required
Knowledge and Experience

¿ Customer Services background and orientation
¿ Experience of working in a contact centre environment will be a distinct advantage
¿ With some knowledge of Shared Services
¿ With some knowledge of Government authorities in the UAE
¿ Familiar with the culture, traditions and economy of the UAE

Qualifications
¿ A BSc or BA degree in a relevant discipline (preferably Engineering, Electronics, Computer Sciences) with at least 2 years experience. Exceptions can be made based on other skills and attitude, but high School Diploma is a minimum.

Core competencies required
¿ Team Management
¿ Strong client and customer relationship management skills
¿ Strong telephony skills
¿ Fluency in English and Arabic
¿ Quick and accurate keyboard skills and experience of using data bases
¿ Ability to remain calm when dealing with emotional, difficult or distressed people
¿ Understanding of the needs for confidentiality and compliance with service regimes
¿ The high public profile of the post requires a high level of professionalism, courtesy, tact and diplomacy