Operations Executive

1 week ago

Dubai, United Arab Emirates Hafla Full time

About Hafla:
Hafla is a one-stop-shop for event organizers to discover, book, and pay for everything they need for an event. Our innovative tech platform brings together event planners, venues, equipment rental companies, caterers, artists, and a long tail of service providers to transact seamlessly. As we continue to grow and revolutionize the event planning industry, we are looking for a dedicated and detail-oriented Finance Executive to join our dynamic finance team.

Position Overview:
As a member of the operations team at our dynamic events startup, you will primarily handle escalations, ensuring swift and effective resolution of customer issues. Your role will involve directly interacting with customers via phone, coordinating with vendors, and managing various operational tasks related to scheduling, data management, and order verification. You will play a crucial role in maintaining customer satisfaction and supporting smooth event operations. This is a full-time position, with five working days which could fall on weekends.

Compensation:

- Fixed Monthly Salary: 3500 - 4500 AED
- Annual Bonus: AED 6000 based on company and individual performance, paid at the end of each fiscal year.

Probation Period:
**Title**:Operations Executive - Escalations

**Key Responsibilities**:

- **Escalation Handling**:

- Address and resolve customer escalations promptly and professionally.
- Communicate with customers via phone to understand their concerns and provide effective solutions.
- Document and track all escalations, ensuring proper follow-up and resolution.
- **Vendor Coordination**:

- Liaise with vendors to address and resolve issues related to event supplies and services.
- Ensure timely and accurate communication between customers and vendors.
- Build and maintain strong relationships with key vendors.
- **Customer Interaction**:

- Serve as the primary point of contact for customers experiencing issues.
- Provide exceptional customer service, ensuring a positive customer experience.
- Gather customer feedback and insights to identify areas for improvement.
- **Scheduling and Coordination**:

- Assist in scheduling events and coordinating with vendors to ensure timely delivery of services.
- Manage and update event calendars, ensuring all details are accurately recorded and communicated.
- **Data Management**:

- Maintain accurate and up-to-date records of customer interactions, orders, and vendor communications.
- Regularly update and audit the CRM system to ensure data integrity.
- Generate reports to track escalations, resolutions, and overall customer satisfaction.
- **Order Verification**:

- Cross-check customer orders to ensure accuracy and completeness.
- Confirm booking details with event suppliers, ensuring all requirements are met.
- Communicate any discrepancies or issues to the relevant parties for prompt resolution.
- **Operational Support**:

- Assist in the development and implementation of processes to improve operational efficiency.
- Collaborate with other team members to ensure seamless event operations.
- Provide support for additional tasks and projects as needed.

**Qualifications**:

- Bachelor’s degree in Business Administration, Event Management, Hospitality Management, or a related field with 1-4 years of experience
- Proven experience in customer service, operations, or a similar role.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Proficient in using CRM software and other relevant tools.
- Experience in the events industry is a plus.
- Fluent in English & Hindi. Bonus points for fluency in Tagalog / Arabic.
- Knowledge of UAE landscape i.e. local areas, customer preferences and cultural awareness
- Excellent negotiation and conflict resolution skills.

Pay: AED3,500.00 - AED4,500.00 per month

Application Question(s):

- Are you willing to work on weekends? (Off days would be Monday & Tuesday)
- Why do you believe that you are best suited for the role?
- What is the biggest escalation that you handled so far and how did you solve it?
- What is your top two achievements at work?

**Education**:

- Bachelor's (required)

**Experience**:

- Escalation Handling: 1 year (required)

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