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Customer Service Expert

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Abu Dhabi Accountability Authority Full time

Job Description:

  • This role is focused on providing exceptional customer service and support to internal and external clients. The ideal candidate will have a strong understanding of call centre operations and be able to manage day-to-day activities efficiently.
  • The Customer Service Expert will assist in the development, implementation, and update of policies, procedures manuals, delegation of authority, systems user manuals, and standard forms, ensuring alignment with ADAA's overall policies and procedures.
  • The individual will also ensure to meet individual Key Performance Indicators (KPIs) to improve efficiency and effectiveness.
  • Key Responsibilities/Duties:
    • Strategy and Planning:
      • Assist in the development, implementation, and update of the section-related policy, procedures manual, delegation of authority, systems user manuals, and standard forms.
      • Ensure alignment with ADAA's overall policies and procedures.
    • Talent Management and Development:
      • Ensure completion of required trainings and certification programs to keep current with job requirements.
      • Obtain timely performance review assessments and ensure to meet the set KPIs.
    • Corporate:
      • Ensure adherence and compliance with all ADAA corporate policies, procedures, and guidelines.
      • Prepare section-related correspondence such as memos and letters ensuring professionalism and accuracy.