Market Operations Analyst - Customer Support (Abu Dhabi) - Tejari

“Kindly note that successful candidates will receive training in Dubai. However; job location will be Abu Dhabi”.



Job Description



Role Purpose:

The role of market operations analyst concerns attending to all incoming contact channels of the Market Operations department and resolution of CRM cases, customers concerns, requests and enquiries received through these contact channels with highest quality of customer service.



Key Accountabilities:

Customer service:

-Attend to customer’s incoming calls on toll free number.

-Ensure maximum availability on toll free number in service times by effective co-ordination with other staff for both languages.

-Respond to e-mails in a professional and timely manner.

-Help build a positive brand identity for Tejari by delivering world class customer service following the call scripts, call handling protocols and utilizing analytical and trouble shooting skills.

-Striving to improve / enhance soft skills to effectively deliver highest standards of customer service.

-Striving to limit all calls to FCR. (First contact resolution).

Work processes:

-Ensure logging cases for all calls and e-mails in the CRM follow up and update till closure.

-Continually monitor the pending cases, take ownership and ensure timely resolution, customer engagement and satisfaction.

-Highlight recurring customer problems/issues to Line Manager.

-Provide weekly performance reports to Line Manager.

Knowledge:

Ensure strong knowledge of Tejari portals and their functionality.

-Support the development of FAQs/users manuals for the portals.

-Support the development of case logging & follow up processes.

-Upgrade skills and knowledge on a continuous basis.

Key Performance Indicators:

-Customer satisfaction with time, quality, efficiency and effectiveness of service provided.

-Professionalism and pro-activeness.

-Knowledge & skills upgrade

Job Details

Date Posted:	2013-09-30
Job Location:	United Arab Emirates
Job Role:	Customer Service
Company Industry:	Internet/E-commerce

Preferred Candidate

Career Level:	Entry Level
Nationality:	United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen
Degree:	Bachelor's degree / higher diploma

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Company:

Date Posted: September 30, 2013 at 02:42PM

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Market Operations Analyst - Customer Support (Abu Dhabi) - Tejari