Job Purpose:
Responsible for delivering the objectives of the customer care unit and ensuring the highest level of customer Support. Processing the received complaints, handling cases related to members, and cases that needed follow-up, aligned with policies & procedures of customer care team to maintain and enhance customer relationships and meet organizational and operational objectives with the company’s overall service strategy.
Key Responsibilities:
- Handling all received cases by calls, email, visits and complaints assigned by the Contact Center team through CRM or direct email.
- Handle the Feedback Management System including cases from Abu Dhabi Government CRM system (ADSSSA).
- Track closure of all open enquiries/complaints and escalate delays.
- Track closure of external queries/complaints (e.g. 800555).
- Handle email queries to the general and customer service emails.
- Manage the online Live Chat functionality through the call center.
- Respond to inquiries and queries from customers and provide a thorough and speedy resolve.
- Handle complicated and unresolved issues from less experienced personnel.
- Deliver appropriate and relevant information, and when not in the position to, refer customer(s) to appropriate department.
- Support Customer Care management to develop strategies and plans for customer support.
- Participate in implementation or improvement of initiatives associated with customer service, and any proposed corrective action from Customer Experience team.
- Investigate and respond to every inquiry and complaints from customer regarding company’s product and possibly its shipment.
- Prepare correspondence, processes and FAQs as required reviewed by Customer experience.
- Ensure the satisfaction of customer needs in the best possible way (NPS and CSat).
Knowledge and Skills Required:
- Bachelors degree in business administration or a similar field.
- Proficiency in Arabic/English
- 3- 5 years of experience in similar role
- Flexibility to work in rotating shifts, including nights and weekends.
- Planning and organizing
- Communication
- Customer care – internal and external
- Learning orientation
- Team player
