Customer Service Representative

5 days ago

Dubai, Dubai, United Arab Emirates We Will Fix It Services L.L.C Full time
CUSTOMER SERVICE EXECUTIVE - Day & Night shift (Usual shift 3 weeks day & 1 week nights)

The Customer Service Executive is an essential role for effective customer communication, scheduling technicians, and the effective day-to-day running of the company:

Minimum Requirements:

1. Applicants must have previous experience with the Business Process Outsourcing industry (BPO), preferably with an international brand.
2. Applicants who also have local/regional customer service experience will have a distinct advantage.

THE COMPANY

Open since 2008, we are a market-leading maintenance company with a strong reputation in the industry. Specializing in the areas of air conditioning, plumbing, electrical & handyman services, to date we have undertaken over 250,000 jobs for over 60,000 customers.

CUSTOMER SERVICE RESPONSIBILITIES:

1. Be the 1st point of customer contact for all forms of customer communication - Phones, email, WhatsApp, social media & website responses.
2. Listen & understand customers' maintenance requirements & book schedules for the correct technician.

SCHEDULE RESPONSIBILITIES:

1. Accurately dispatch the field service technicians to the relevant customer enquiries.
2. Serve as the primary point of contact for customers & technicians and liaise with them throughout the day or night (i.e. Cancellations, rescheduled jobs, new jobs, etc.).
3. Send task details to technicians via SMS & WhatsApp.

SYSTEM RESPONSIBILITIES:

1. Coordinate and maintain access for residential communities & buildings.
2. Keep customer accounts updated with access-specific notes & comments.
3. Investigate and report customer history and tasks for problematic jobs.
4. Scheduling using MS Dynamics & maintaining its accuracy.

COMPETENCIES:

1. Planning and organizing – ability to prioritize workload accordingly and use initiative.
2. Specialist knowledge - understands technical aspects of work and maintains technical knowledge.
3. Problem solving and analysis - displays critical thinking, analyses issues and breaks them down into their component parts with a logical and methodical approach.
4. Oral communication – speaks clearly, fluently and in an effective manner.
5. Written communication - writes in a clear and concise manner, using appropriate grammar, style and language.
6. Interpersonal/Cultural sensitivity – interacts with others in a sensitive and effective way.
7. Resilience and patience – maintains effective work behavior and patience in the face of setbacks or pressure.
8. Attention to detail and accuracy – maintains attention to detail under pressure.

SALARY PACKAGE:

1. 4,000 dhs basic salary for 5 days, 45 hours a week.
2. 150% overtime for additional hours.
3. 200% overtime for anti-social nightshift hours (10 pm to 4 pm) - Roughly 400 dhs extra for 1 week of night shift.
4. 150 dhs monthly flight cash.
5. Performance-related monthly bonus scheme (Last 6 months average 300 dhs a month).

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