Client Servicing Analyst

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:	2014-04-24
Job Location:	Dubai, United Arab Emirates
Job Role:	Customer Service
Company Industry:	Consulting Services; Information Technology
Joining Date:	2014-05-15

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

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Company:

Date Posted: April 24, 2014 at 10:22AM

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Client Servicing Analyst