Customer Service Clerk - 3

QUALIFICATIONS : Secondary Education

EXPERIENCE
Experience in Delivery of Customer Service
3+ Years Customer Services or Service Desk Experience
Previous Utility Experience
Previous experience of Customer Management Software
Fluent in Bilingual language (written and verbal) in Arabic and English

PRINCIPAL ACCOUNTABILITIES

Call off Secondment Staff for Public Relation Department

• Answering of customer calls, emails, web, fax, post, social media and other contact, with internal and external customers.
• Handling Switchboard calls
• Handling Outbound calls as needed
• Follow up on SRs as assigned
• Take ownership for resolving customers enquires and complaints promptly and efficiently, providing a solution in accordance with agreed company processes and procedures, and following up where necessary to ensure customer journey is managed well.
• Work on a 24/7 shift pattern
• Provide concise, accurate, complete and informative responses to the customer.
• Recognise where customer issues require escalation and follow the escalation procedure.
• Follow pre-agreed troubleshooting processes, scripts and call guides as directed by CLIENT to ensure correct diagnosis and appropriate resolution.
• Accurately record customer information manually and using Customer Management Software, relevant to the resolution of the customer enquiry or issue.
• Maintain an up to date level of service and procedural knowledge and proactively seek out information where required.
• Contribute positively towards the achievement of performance targets in all aspects of the teams activities.

• Maintain target levels of productivity and performance, as outlined by the Team Leader, in relation to the performance metrics, e.g. Quality scores, Attendance and Punctuality, Resolution Rate and others, as agreed.
• Undertake duties of a general nature, or additional tasks, as may be required from time to time by their Team Leader.

Feedback any trends noticed from customer calls to their Team Leader, as they are noticed.