FP | Customer Service Supervisor
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الوصف الوظيفي Organize and supervise team members to ensure work activity is carried out efficiently, effectively and accurately Communicate performance expectations to the team and monitor progress Support investigating and resolving complex, difficult, non-standard or sensitive complaints/requests appropriately, quickly and accurately Identify and implement areas of improvement for customers (internal and/or external) and the business as appropriate Ensure the repeat contact dashboard is kept up to date and monitor all action taken to resolve repeat contacts in a timely manner Train and mentor the team in the use of relevant systems to carry out their work to agreed standards Ensure all work under their responsibility is completed within the agreed KPI/SLA Ensure all team members comply with Ashghal’s Health and Safety Policy and Procedures Provide technical expertise and guidance and act as first point of escalation on complex or difficult customer issues Actively participate in the implementation of customer service improvements and initiatives as directed by the PWA Engineer ensuring all staff follow agreed processes and procedures Ensure all necessary activities are undertaken to meet the E&CS;responsibilities at the direction of Engineer. Ensure correct methodologies and data recording processes are carried out by team members and all information is logged in the correct corporate systems Provide team performance reports to the PWA Engineer to ensure that staff performance can be tracked and appropriate action is taken when required As required, participate in the out of hours “On Call” Rota to ensure 24/7 cover is provided to respond and resolve complaints, Incidents and Emergencies Undertake activities as assigned by the PWA Engineer including attending or deput&l;المهارات Diploma in relevant subject or above Holder of current /valid Qatar driving license or ability to obtained in approved timeline Experience: Minimum of 8 years’ work experience in a similar position Knowledge of Maximo EAMS or equivalent system with regard to operation, system administration and training Knowledge of CRMS or equivalent system with regard to operation, system administration and training Practical experience in developing SQL scripts to extract data is essential Knowledge of asset hierarchy, asset types and related asset attributes, for both above ground and below ground تفاصيل الوظيفة https://www.bayt.com/ar/qatar/jobs/fp-customer-service-supervisor-4157114/ |
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