CUSTOMER SERVICE EXECUTIVE
3 weeks ago
The Customer Service Executive is an essential role for effective customer communication, scheduling technicians and the effective day to day running of the company:-- APPLICANTS MUST HAVE PREVIOUS EXPERIENCE WITH THE BUSINESS PROCESS OUTSOURCING INDUSTRY (BPO), PREFERABLY WITH AN INTERNATIONAL BRAND- APPLICANTS WHO ALSO HAVE LOCAL / REGIONAL CUSTOMER SERVICE EXPERIENCE WILL HAVE A DISTINCT ADVANTAGETHE COMPANYOpen since 2008, we are a market leading maintenance company with a strong reputation in the industry. Specialising in the areas of air conditioning, plumbing, electrical & handyman services, to date we have undertaken over 275,000 jobs for over 65,000 customers.CUSTOMER SERVICE· The vacancy is within our customer service team, which is a lively office working environment in Dubai Investment Park· Be the 1st point of customer contact for all forms of customer communication- Phones, email, live chat, WhatsApp, social media & website responses· Listen & understand customers maintenance requirements & book schedules for the correct technician· Where possible send the relevant parts with the technician so he can complete the maintenance work in 1 visit· Collect advance payments & overdue balance payments from customers by phone & emailSCHEDULE· Accurately dispatch technicians to the customers address in a timely manner· Serve as primary point of contact for customers & technicians and liaise with them throughout the day or night (i.e. Cancellations, rescheduled jobs, new jobs, etc.)· Send task details to technicians via SMS & WhatsAppSYSTEM· Coordinate and maintain access for residential communities & buildings· Keep customer account updated with access specific notes & comments· Investigate and report customer history and tasks for problematic jobs· Scheduling using MS Dynamics & maintaining its accuracyCOMPETANCIES1. Planning and organising – ability to prioritise workload accordingly and use initiative2. Specialist knowledge- understands technical aspects of work and maintains technical knowledge.3. Problem solving and analysis - displays critical thinking, analyses issues and breaks them down into their component parts with a logical and methodical approach4. Oral communication – speaks clearly, fluently and in an effective manner5. Written communication- writes in a clear and concise manner, using appropriate grammar, style and language6. Interpersonal/Cultural sensitivity – interacts with others in a sensitive and effective way7. Resilience and Patience – maintains effective work behavior and patience in the face of setbacks or pressure8. Attention to detail and accuracy – maintains attention to detail under pressureSALARY PACKAGE· 4,000 dhs basic salary for 5 days, 45 hours a week· 150% overtime for additional hours· 200% overtime for anti-social nightshift hours (10pm to 4pm)- Roughly 400 dhs extra for 1 week of night shift· 150 dhs monthly flight cash· Performance related monthly bonus scheme (Last 6 months average 400 dhs a month)· Transport to & from work· Medical insuranceJob Type: Full-timeExperience:BPO Customer Service: 1 year (Required)Telephone & Email customer service: 1 year (Required)#J-18808-Ljbffr
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