Customer Experience Agent
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Key skills for this role
About the Role
Al Ghurair seeks a Customer Experience Agent to handle incoming/outgoing calls, register complaints, and provide information to customers. Requires 1-2 years of relevant experience, knowledge of customer care processes, and multilingual communication skills.
Key Skills for This Role
Responsibilities
- Handle incoming/outgoing calls, greet callers, and provide information on registered requests or complaints
- Register complaints/job requests in CAFM, ensuring accurate recording and updating information
- Refer registered requests/complaints to concerned departments and follow up on closeout
- Check helpdesk emails, Web/App complaints, monitor abandoned calls, and call back customers
- Prepare daily/weekly/monthly/yearly reports
- Handle escalations and escalate when needed to relevant departments
- Carry out customer satisfaction surveys as requested
Requirements
- Bachelor degree in any discipline or High School Diploma
- 1 to 2 years of relevant experience, preferably in a similar role
- Knowledge of customer care processes and best practices
- Computer skills including CAFM
- Communication and interpersonal skills, multilingual
- Good organizational and time management skills
Full Job Posting
Job Description
- Interact with Internal/External Customers to provide information for queries, register service requests, and respond on status of requests or complaints
Strategic Responsibilities
- Execute and support Customer Care Incharge/Manager in implementation of strategies to improve customer relationship and satisfaction
- Support implementation of customer service procedures, policies, and standards
- Contribute to achieving customer satisfaction goals and plans
- Ensure all customer complaints and service inquiries are handled professionally
Operational Responsibilities
- Handle incoming/outgoing calls, greet callers, provide information on registered requests or complaints
- Register complaints/job requests in CAFM, ensuring recording details, prepare change of address records, update information
- Refer registered request/complaint to concerned department/personnel, take feedback on closeout, update system and customer
- Check helpdesk emails, Web/App complaints, monitor abandoned calls, call back customers
- Prepare daily/weekly/monthly/yearly reports
- Login/Logout according to shift timings
People Management
- Maintain excellent relationship with other departments and team members
- Handle escalations and escalate when needed
Product/Process Improvement
- Carry out customer satisfaction surveys as requested to identify gaps for process and customer expectations improvements
Qualifications
- Preferred: Bachelor degree in any discipline or High School Diploma
- Knowledge of customer care processes and best practices
- Computer skills/CAFM
- Communication and interpersonal skills, multilingual
- Good organizational and time management skills
- Preferred: Relevant Experience in UAE or Gulf
- Minimum: 1 to 2 years, preferable experience in similar role
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