Job Description
- Manages all inquiries and complaints by 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
- Resolve issues in customer services and ensures the tracking and closure of the same according to Client - customer service code of practice; escalates when required to the Supervisor – Customer Care
- Maintains 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.
- Issuing invoices, receive/collect fees for service connection applications. issue Invoices and receipt to customer against payment, record the payment in system. Ensure compliance with the practice, procedures and policies implemented in Customer Service Dept.
- Maintains detailed log of customer complaints/ requests within the system in order to drive appropriate action and follows – up with the customer periodically.
- Updates customer records/ database with details of the customers’ inquiry and the response conveyed to the customers.
Qualifications and Skills
- Bachelor’s degree or equivalent in any discipline
- 5 years of experience in customer Service and 2 years as same level
- Proficient knowledge of customer service, and standard office practices and procedures.
- Proficient computer skills.
- Excellent phone etiquette
- Proficient standard office equipment skills.
- Written and Spoken both English and Arabic is an advantage
