Customer Service Executive - UAE National
Job Description
The Customer Service Executive is responsible to attend and respond to basic and typical customer inquiries and questions regarding the services, which ZAJEL provides.
Must Have:
- High School Graduate / Diploma or equivalent required
- Minimum 1 year of call center experience
Customer Service
- Follows appropriate telephone etiquette (greeting and welcome, customer name, protocol before putting user on hold, tone of voice, offering more help, ending the call) to support and provide personalized customer service of the highest order
- Supports and provides customer service via phones and/or chat ensuring effective resolution of customers’ concerns in the quickest possible manner
- Handles typical customer queries which include consistent problem areas and requires the jobholder to possess good knowledge of the services of the organization
- Listens and understands customers’ concerns; provides required guidance and information using the available resources
- Ensures complete control of the call by managing difficult customer situations, responding promptly to the needs of the customers; identifies and escalates issues as and when required
- Refers customers to published materials or more senior associates in case of unresolved issues
- Completes either paper or electronic forms
Updates Databases
- Records the details of the call in the system database accurately
- Updates the existing database with any modifications or changes and the present status of the customers or prospective customers
- Follows up customer calls where necessary and completes call logs; produces the required call reports
- Recognizes, documents, and informs the supervisor regarding the trends in customer calls
Maintains Customer Information Confidentiality
- Sets guidelines to executives towards customer information security for collecting, processing, and recording information collected from the customer in the course of routine operations