CUSTOMER SERVICE EXECUTIVE

The Customer Service Executive is an essential role for effective customer communication, scheduling technicians and the effective day to day running of the company:
• APPLICANTS MUST HAVE PREVIOUS EXPERIENCE WITH THE BUSINESS PROCESS OUTSOURCING INDUSTRY (BPO), PREFERABLY WITH AN INTERNATIONAL BRAND- APPLICANTS WHO ALSO HAVE LOCAL / REGIONAL CUSTOMER SERVICE EXPERIENCE WILL HAVE A DISTINCT ADVANTAGETHE COMPANYOpen since 2008, we are a market leading maintenance company with a strong reputation in the industry.
Specialising in the areas of air conditioning, plumbing, electrical & handyman services, to date we have undertaken over 275,000 jobs for over 65,000 customers.CUSTOMER SERVICE
• The vacancy is within our customer service team, which is a lively office working environment in Dubai Investment Park
• Be the 1st point of customer contact for all forms of customer communication- Phones, email, live chat, WhatsApp, social media & website responses
• Listen & understand customers maintenance requirements & book schedules for the correct technician
• Where possible send the relevant parts with the technician so he can complete the maintenance work in 1 visit
• Collect advance payments & overdue balance payments from customers by phone & emailSCHEDULE
• Accurately dispatch technicians to the customers address in a timely manner
• Serve as primary point of contact for customers & technicians and liaise with them throughout the day or night (i.e.
Cancellations, rescheduled jobs, new jobs, etc.)
• Send task details to technicians via SMS & WhatsAppSYSTEM
• Coordinate and maintain access for residential communities & buildings
• Keep customer account updated with access specific notes & comments
• Investigate and report customer history and tasks for problematic jobs
• Scheduling using MS Dynamics & maintaining its accuracyCOMPETANCIES1.
Planning and organising - ability to prioritise workload accordingly and use initiative2.
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 approach4.
Oral communication - speaks clearly, fluently and in an effective manner5.
Written communication- writes in a clear and concise manner, using appropriate grammar, style and language6.
Interpersonal/Cultural sensitivity - interacts with others in a sensitive and effective way7.
Resilience and Patience - maintains effective work behavior and patience in the face of setbacks or pressure8.
Attention to detail and accuracy - maintains attention to detail under pressureSALARY PACKAGE
• 4,000 dhs basic salary for 5 days, 45 hours a week
• 150% overtime for additional hours
• 200% overtime for anti-social nightshift hours (10pm to 4pm)- Roughly 400 dhs extra for 1 week of night shift
• 150 dhs monthly flight cash
• Performance related monthly bonus scheme (Last 6 months average 400 dhs a month)
• Transport to & from work
• Medical insuranceJob Type:
Full-timeExperience:
BPO Customer Service:
1 year (Required)Telephone & Email customer service:
1 year (Required)
•