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Customer Support Specialist

3 months ago

Dubai, Dubai, United Arab Emirates Al Naboodah company Full time

Overview: The Customer Support Specialist plays a crucial role in ensuring the seamless delivery of high-quality assistance to all clients, both internal and external. This position is pivotal in maintaining accurate records and ensuring timely support in accordance with established service level agreements.

Key Responsibilities:

  • Act as a professional and approachable point of contact for clients, addressing any inquiries or issues they may have.
  • Manage incoming and outgoing calls effectively, identifying areas for service enhancement and ensuring all complaints are addressed promptly and professionally.
  • Collaborate with team members to achieve optimal resolutions, ensuring consistency with contractual obligations.
  • Coordinate with relevant contract personnel and subcontractors to fulfill service desk requirements, ensuring timely responses to queries and necessary data amendments.
  • Work closely with the Facilities Management team to refine service quality and reporting processes.
  • Assign maintenance requests through the management system while liaising with various stakeholders.
  • Partner with the Leasing and Finance teams to deliver exceptional service to tenants and customers, continuously improving service quality and reporting methods.
  • Follow up with the operations team to ensure the completion of requests.
  • Keep clients updated on the status of their requests, including any necessary escalations to prevent service level agreement failures.
  • Prepare operational reports and provide administrative support as required by management.
  • Assist the Facilities Management, Finance, and Leasing teams in managing customer-related requests and maintaining comprehensive records.
  • Proactively communicate with technical staff, supervisors, managers, and building users to ensure accurate and timely information flow.

Conclusion: This role is essential for maintaining high standards of customer service and operational efficiency within Al Naboodah Company, contributing to overall client satisfaction and service excellence.