Customer Service Coordinator
3 weeks ago
Customer Service Coordinator (Arabic and English) - Contract Hire
Duration: Long Term
Location: Abu Dhabi
Closing Date: ASAP
JOB PURPOSE:
- Assists in the development of Company's Customer Services & Call Center policy and procedures in line with industry best practices and Company's scope of works for all Customer Services/ Call Center activities.
- Participates in establishing Company processes for recording of customer payment options, complaints resolution, metering, billing, credit & collection, and all billing systems related topics.
KEY ACCOUNTABILITIES:
Job Specific Accountabilities Accountability
- Carries out his duties in accordance with specifications and Company policies and regulations.
- Set up all Customers' accounts (entering customer and account data from source documents within stated time limits)
- Handling customer inquiries, complaints, and provide appropriate solutions within time frame limits and follow up to ensure the resolution and closing customer complaints
- Prepare and periodically present a management dashboard for review of customer complaint status
- Follow up with the customer to ensure the invoices paid within the payment terms
- Identify customer needs to achieve satisfaction
- Build sustainable relationship with the customers through interactive communication (tel., email, face-to-face meeting, etc)
- Provide accurate, valid, complete information, deals, and promotions. Handle customer complaints and provide appropriate solutions within time frame limits SLAs with support from the concerned department.
- Continuous follow up with customers regarding the services experience to improve stakeholder relations, enhance commercial contractual terms
- Build and maintain high-level contacts with customers, including other business and project partners
- Generate Invoices using the applied systems and send them to the customers
- Gather the information related to the outstanding, aging of debtors and follow up with customers
- Upload vendor Invoices to the system post verification by the concerned sales team
QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS
Minimum Qualification
- Bachelor Degree or equivalent.
Minimum Experience & Knowledge & Skills
- 10 years of experience in customer support services; preferably a utility business.
JOB DESCRIPTION
- IT literate, with experience in MS Office applications.
- Fluent in English language with good oral and written communication skills.
- Fluency in Arabic language will be a positive advantage.
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