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Senior Customer Service Representative

1 week ago

Dubai, Dubai, United Arab Emirates Mohamed Hareb Al Otaiba Group Full time

Job Overview: The Senior Customer Service Representative plays a critical role in ensuring that our customers receive exceptional service. This individual will be responsible for answering all incoming calls, attending to inquiries, resolving complaints, and providing all necessary information in a timely manner.

Main Accountabilities:

  • Call Handling: Answer phones and respond to client requests, reservations, and customer queries/complaints; register information into the computer system.
  • Email Management: Receive and respond to emails related to reservations, inquiries, and complaints, while forwarding them to the concerned department when required.
  • Complaint Resolution: Record and reply to complaints and escalate them to the relevant department for appropriate action to be taken.
  • Trend Identification: Recognize and alert supervisors of trends in customer calls.
  • Reporting: Ensure that all inquiries/complaints/requests are reported into the TelebuHub for timely actions and management reporting.
  • Cash and Car Bookings: Generate cash/domestic/international car bookings based on customer requirements.
  • Revenue Maximization: Maximize revenue by converting inquiries, recognizing business prospects, and opportunities to upsell revenue services.
  • Reports Submission: Prepare and submit daily, weekly, and monthly reports to management as required.
  • System Updates: Update systems when needed (Carpro, Wizard, WarLoc, Intranet, etc.) to keep up to date and ensure all reservations and information is recorded in a timely manner.
  • Client Relationships: Maintain excellent client relations and ensure speedy resolution of queries and grievances within the SLA, leading to the generation of avenues for further business.
  • Customer Service: Ensure the highest level of customer service is provided while converting as many inquiries into sales.
  • Continuous Interaction: Ensure continuous interaction with the customer to confirm that areas of concern can be worked upon for improved service levels.
  • Follow-up: Follow up on customer inquiries not immediately resolved and ensure that the end result is well communicated with the customer.
  • Internal Communications: Maintain internal communications with access to the call center team in a shared folder regarding customer complaints, inquiries, reservations, new business prospects, sales leads, latest partnership guidelines, and ongoing promotion updates.
  • Service Levels: Ensure that 80% service levels of the call center are met as per the standards.
  • Ticket Management: Maintain the ticket system for emails, calls, and WhatsApp in a timely manner, reporting and closing according to the SLA.
  • NPS Improvement: Report all complaints handled and initiatives to improve NPS for AVIS UAE.
  • Outbound Leads: Generate outbound leads and contribute to an increase in the GSA business.
  • Ad-hoc Projects: Assist with any ad-hoc projects when needed.