Customer Support Services Junior Officer

2 weeks ago


Dubai, Dubai, United Arab Emirates Juma Al Majid Holding Group L.L.C. Full time
Customer Support Services Junior Officer Customer Support Services Junior Officer

  • Supports and provides service via toll-free emails, live chats, and social media to manage the business relationship with customers.
  • Performs outbound surveys to ensure customer satisfaction for Sales and After Sales Services.
  • Registers customer details and complaints for sales and service to guarantee resolution for customer satisfaction.
  • Captures customer information, schedules appointments, and forwards those to the Service Department to ensure requested appointments are met.
  • Utilizes all product operational and Contact Center trainings provided to identify voice skills and how to enhance a good telephone presentation.
  • Receives Inbound Calls, Emails, and Live Chats through Genesys Contact Center System.
  • Receives Outbound Calls for different campaigns through Genesys Contact Center System.
  • Saves customer profiles in Forms through Genesys Contact Center System.
  • Qualifies the call through Genesys Contact Center System.
  • Obtains the status of service requests and service history through Oracle Application and informs the customers.
  • Gathers customer information regarding service history through Oracle Application.
Requirements

  • Six months to one year of customer service experience preferred.
  • Diploma graduate or equivalent preferred.
  • Dual language preferred
  • Fluent in English writing/speaking
  • Excellent verbal and written communication skills desired.
  • Familiarity with Microsoft Office products and general computer keyboard skills; has to have technical and internet expertise.
  • Friendly and courteous telephone manner required.
  • Punctuality and efficiency with the ability to prioritize.
  • Willingness to work on a rotating shift (8:00AM-5:00PM, 09:00AM-6:00PM, 10:00AM-7:00PM, 11:00AM-8:00PM, 8:00AM-8:00PM, 8:00PM-8:00AM) and during holidays.
  • Supports and provides service via toll-free emails, live chats, and social media to manage the business relationship with customers.
  • Performs outbound surveys to ensure customer satisfaction for Sales and After Sales Services.
  • Generates Sales Leads.
  • Registers customer details and complaints for sales and service to guarantee resolution for customer satisfaction.
  • Captures customer information, schedules appointments, and forwards those to the Service Department to ensure requested appointments are met.
  • Utilizes all product operational and Contact Center trainings provided to identify voice skills and how to enhance a good telephone presentation.
  • Receives Inbound Calls, Emails, and Live Chats through Genesys Contact Center System.
  • Receives Outbound Calls for different campaigns through Genesys Contact Center System.
  • Saves customer profiles in Forms through Genesys Contact Center System.
  • Qualifies the call through Genesys Contact Center System.
  • Obtains the status of service requests and service history through Oracle Application and informs the customers.
  • Gathers customer information regarding service history through Oracle Application.
Requirements

  • Six months to one year of customer service experience preferred.
  • Diploma graduate or equivalent preferred.
  • Dual language preferred
  • Fluent in English writing/speaking
  • Excellent negotiator
  • Excellent verbal and written communication skills desired.
  • Effective listening skills
  • Familiarity with Microsoft Office products and general computer keyboard skills; has to have technical and internet expertise.
  • Demonstrate sales/customer service communication skills.
  • Friendly and courteous telephone manner required.
  • Punctuality and efficiency, with the ability to prioritize.
  • Willingness to work on a rotating shift (8:00AM-5:00PM, 09:00AM-6:00PM, 10:00AM-7:00PM, 11:00AM-8:00PM, 8:00AM-8:00PM, 8:00PM-8:00AM) and during holidays.
  • Six months to one year of customer service experience preferred.
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