الوصف الوظيفي
Job Purpose
To provide Ashghal customers with a world class service through resolution of their queries and consistently provide high standards of care throughout their interaction with the customer. The Customer Service Representative will be responsible for interacting with customers face-toface to assist them with issues, queries and applications.
Principal Accountabilities
Managing customer interactions face-to-face A degree of involvement with customer telephone calls, emails, web, fax, post, social media and other contact, with internal and external customers. Take ownership for resolving customer’s enquires and complaints promptly and efficiently, providing a solution in accordance with agreed company processes and procedures, and following up where necessary to ensure customer journey is managed well. Work on a flexible shift pattern Provide concise, accurate, complete and informative responses to the customer. Recognise where customer issues require escalation and follow the escalation procedure. Follow pre-agreed troubleshooting processes, scripts and guides as directed by Ashghal to ensure correct diagnosis and appropriate resolution. Accurately record customer information manually and using Customer Management Software, relevant to the resolution of the customer enquiry or issue. Maintain an up to date level of service and procedural knowledge and proactively seek out information where required. Contribute positively towards the achievement of performance targets in all aspects of the team’s activities. Maintain target levels of productivity and performance, as outlined by the Team Leader, in relation to the performance metrics, e.g. Quality scores, Attendance and Punctuality, Resolution Rate and others, as agreed. Undertake duties of a general nature, or additional tasks, as may be required from time to time by their Team Leader. Feedback any trends noticed from customer contacts to their Team Leader, as they are noticed.
المهارات
Qualifications Secondary Education Experience Essential Experience in Delivery of Customer Service 2 Years managing customers face-to-face or in a Contact Centre or Service Desk environment Desirable Previous Utility Experience, specifically an operational environment Previous experience of Customer Management Software Skills Essential Develop and maintain customer rapport Excellent interpersonal verbal and written communication skills Proven ability to work towards individual and team targets Excellent in problem solving Ability to multi-task Desirable Presentation Skills Technical Competences Essential Fluent in Bilingual language (written and verbal) in Arabic and English PC and Keyboard, including Microsoft packages Telephony
Desirable Telephony Hindi/Urdu Customer Relationship Management experience
Behaviour Competencies
Essential Appreciation of good Customer Service Team Player – shares relevant and useful information with others A drive to serve customers and exceed expectations Ability to work independently Self-starter Desirable Innovative
تفاصيل الوظيفة
منطقة الوظيفة الدوحة, قطر
قطاع الشركة خدمات المرافق
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف --
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 6
الشهادة بكالوريوس/ دبلوم عالي
https://www.bayt.com/ar/qatar/jobs/front-line-staff-customer-services-customer-zone-4170919/
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