Customer Experience Agent
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Key skills for this role
About the Role
Al Ghurair seeks a Customer Experience Agent in Abu Dhabi to handle customer inquiries, complaints, and service requests via phone, email, and web. The role involves using CAFM systems, preparing reports, and ensuring SLA compliance.
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 recording details, prepares change of address records, and updates information
- Refer registered requests/complaints to concerned department/personnel and follow up on resolution
- Check helpdesk emails, Web/App complaints, monitor abandoned calls and call back customers
- Prepare Daily/Weekly/Monthly/Yearly reports
- Login/Logout according to shift timings
- Handle escalations and escalate when needed to relevant department
- Carry out customer satisfaction surveys as requested
Requirements
- 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 skill
- MINIMUM: 1 to 2 years, preferable experience in similar role
- PREFERRED: UAE National with family Book
Full Job Posting
Job Description
- Interact with Internal/External Customers to provide information for the queries raised, to register a Services request and to respond on the status of request or complained raised or registered.
Strategic Responsibilities
- Execute and support Customer Care Incharge/Manager in Implementation of strategies useful in improving customer relationship, dedication, and satisfaction.
- Support in Implementation of customer service procedures, policies and standards for organization or department thereby contributing in achieving SLA and KPI's.
- Contribute in achieving customer satisfaction goals, programs and plans and support to meet them on steady basis.
- Ensures that all customer complaints and service inquiries are handled in a professional, accurate, efficient and friendly manner.
Operational Responsibilities
- Handling Incoming/Outgoing calls, greeting the caller and to provide information on registered request or complain or to register a new complain.
- Registering complaints/Job requests in CAFM, ensuring recording details, prepares change of address records, and updates information, monitor client specific applications for new jobs/requests.
- Refer registered request/Complain to concerned designated department/personnel to get it resolved, taking a feedback on the close out and updating in the system and also to update the status to customer if received enquiries on the status.
- Checking helpdesk emails, Web/App Complaints request from customers, monitoring abandoned calls and calling back the customers.
- Preparing Daily/Weekly/Monthly/yearly reports.
- Login/Logout according to the shift timings.
People Management
- To have an excellent relationship with the other department and team members to ensure deliver meets/exceeds Customer requirements.
- Handling escalations and escalating when needed to the relevant department.
Product/Process Improvement
- Carry out customer satisfaction survey as & when requested and thereby contributing in identifying gaps for process and customers expectation 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 skill.
- PREFERRED : UAE National with family Book
- MINIMUM : 1 to 2 years, preferable experience in similar role.
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