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:
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 advantage.THE COMPANYOpen 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:
Be the 1st point of customer contact for all forms of customer communication - Phones, email, WhatsApp, social media & website responses.Listen & understand customers' maintenance requirements & book schedules for the correct technician.SCHEDULE RESPONSIBILITIES:
Accurately dispatch the field service technicians to the relevant customer enquiries.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.).Send task details to technicians via SMS & WhatsApp.SYSTEM RESPONSIBILITIES:
Coordinate and maintain access for residential communities & buildings.Keep customer accounts updated with access-specific notes & comments.Investigate and report customer history and tasks for problematic jobs.Scheduling using MS Dynamics & maintaining its accuracy.COMPETENCIES:
Planning and organizing - ability to prioritize workload accordingly and use initiative.Specialist knowledge - understands technical aspects of work and maintains technical knowledge.Problem solving and analysis - displays critical thinking, analyses issues and breaks them down into their component parts with a logical and methodical approach.Oral communication - speaks clearly, fluently and in an effective manner.Written communication - writes in a clear and concise manner, using appropriate grammar, style and language.Interpersonal/Cultural sensitivity - interacts with others in a sensitive and effective way.Resilience and patience - maintains effective work behavior and patience in the face of setbacks or pressure.Attention to detail and accuracy - maintains attention to detail under pressure.SALARY 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 (10 pm to 4 pm) - Roughly 400 dhs extra for 1 week of night shift.150 dhs monthly flight cash.Performance-related monthly bonus scheme (Last 6 months average 300 dhs a month).
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