Customer service: -Attend to customer’s incoming calls on toll free number. -Ensure maximum availability on toll free number in service times by effective co-ordination with other staff for both languages. -Respond to e-mails in a professional and timely manner. -Help build a positive brand identity for Tejari by delivering world class customer service following the call scripts, call handling protocols and utilizing analytical and trouble shooting skills. -Striving to improve / enhance soft skills to effectively deliver highest standards of customer service. -Striving to limit all calls to FCR. (First contact resolution). Work processes: -Ensure logging cases for all calls and e-mails in the CRM follow up and update till closure. -Continually monitor the pending cases, take ownership and ensure timely resolution, customer engagement and satisfaction. -Highlight recurring customer problems/issues to Line Manager. -Provide weekly performance reports to Line Manager. Knowledge: Ensure strong knowledge of Tejari portals and their functionality. -Support the development of FAQs/users manuals for the portals. -Support the development of case logging & follow up processes. -Upgrade skills and knowledge on a continuous basis. Key Performance Indicators: -Customer satisfaction with time, quality, efficiency and effectiveness of service provided. -Professionalism and pro-activeness. -Knowledge & skills upgrade

Job Details

Date Posted:	2015-01-14
Job Location:	Dubai, United Arab Emirates
Job Role:	Customer Service
Company Industry:	Information Technology; Consulting Services