Put customer needs first, be energetic and provide first call resolution (FCR) to all the customers.
Support Call Centre team with their inquiries
Handle customer calls transferred from the call center.
Handle contractors and technicians’ calls
Monitor command Centre maintenance queue via field service view tracking.
Evaluate problems of the maintenance request, verify details are good enough to log the request for the site team contractor to act upon
Promptly coordinate with the Site team on regular intervals to ensure upcoming appointments are attended as well as necessary updates are done by them on existing one.
Identify and escalate issues appropriately and ensure a timely response.
Ensure best in class customer satisfaction is provided on the service request.
Support customers on multiple channels and verify information as per process.
Educate customers on procedures, and processes to ensure the interaction is valuable to the customer.
Ensure escalations are followed up within specified timeline.
Minimum Diploma Degree /bachelor’s degree
Minimum 2 years of contact Centre experience in a Soft Skill driven environment
Good English language skills required. (Arabic language skills preferred)
• Excellent communication skills both written (Email/Chat) and verbal (Voice)
