Customer Service Associate

3 weeks ago


Dubai, United Arab Emirates Inaya Facilities Management Services Full time

**CS Strategy, Organic growth, Processes and Controls**:

- Develop, Implement and review customer service charter
- Implement the CS Model and Strategy to realize the CSD Objectives in line with the Client Contractual terms.
- Develop and Implement appropriate CS functional systems, procedures, polices and standards.
- Implement strategies for organic growth.

**Customer engagement, Customer satisfaction, Complaint management**:

- Implement strategies to improve Inaya customer service experience
- Conduct customer satisfaction survey
- Monitor and analyses customer complaint

**Client Engagement**:

- Periodical visits to client’s site to monitor and asses the services put into practice
- Measure and improve the quality of services delivered
- Identify issues and resolve them within the agreed timelines to ensure client satisfaction.
- Identify the training need to enhance the service delivery

**Continuous Improvement**:

- Continuous process improvement to enhance Customer Service Delivery.
- Initiate action programs for Continuous Improvement to streamline or improve the efficiency of processes, as a result of Quality Audit.
- Carry out benchmarking surveys of CSD processes against best practice to support and enhance intelligent FM solutions for Inaya’s clients.

**MIS and Reports**:

- Prepare and submit CSD MIS and progress reports monthly
- Maintain necessary backup of record-archive to extract and produce the data as and when needed.

**Management Role**:

- Responsible for the Management of the CS team, to meet all CSD functional objectives.
- Implement Human Resource Management processes like Recruitment, Reward Management, Performance Management, Learning and Development etc. for CSD.
- Identify Training needs
- Develop and deliver training programs
- Alternatively provide on-job coaching and mentoring to enhance skills and performance on a continuous basis

**Health, Safety and Environment (HSE)**
- Take reasonable care of your own Health, Safety & Environment.
- Take reasonable care for the Health and Safety of anyone who may be affected by their own acts or omissions.
- Co-operate with your employer (IFMS) to enable the fulfillment of statutory obligations and other IFMS IMS requirements.
- To work towards the fulfillment of IFMS “Target Zero” objective (zero injuries, zero accidents, zero environmental incidents)
- To work towards the fulfillment of IFMS IMS/QHE Policy - IFMS-IMS-GE-POL-01

**Salary**: AED2,500.00 - AED3,000.00 per month

Ability to commute/relocate:

- Dubai: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- customer service: 1 year (preferred)



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