Customer Service Specialist Required in Dubai - Dubai
Customer Service Specialist Required in Dubai
Job Role:
The Incumbent is responsible for serving the customers by providing information and arranging in resolving problems to ensure customer and client satisfaction.
Responsibilities
Receive complaints from the government, client and public by phone, email etc. and ensure timely closure of complaints as per client KPIs.
Understand the Customer issue, determine the cause of issue and provide with the best appropriate solution to solve customer issues.
Follow up with the Control Room / Supervisors to ensure appropriate actions were taken regarding customer complaints
Receive accident notifications from police or concerned authorities and forward it to emergency response team and/ or control room
Maintain the database of all customers and/ or client complaints and other related information in the system.
Keep records of the correspondences and communications made related to the customer complaints.
Monitor all delays in addressing complaints and notifications and report to the Line manager and concerned department managers.
Prepare various reports related to operations on daily, weekly and monthly basis.
Prepare the complaint reports and submit to the Customer Service Manager / Operation Excellence.
Arrange and provide various reports as requested / required by the client in timely manner.
Ensure that the Customer or Client complaints are resolved within the agreed timeframe and as per client KPIs.
Control and Monitor the movement of Operations Containers and report to the Line Manager any discrepancies.
Analyze data and suggest ways for improving fleet efficiency.
Set plans and objectives for the customer service & Control room team and conduct performance evaluations for the team.
Coordinate and Follow up with the system vendor / suppliers on any issues related to the WMS system.
Conducts training for the operations team on the usage of PDA and the usage of WMS system and other operations related trainings as required.
Utilize GIS software to provide assistance on daily operation i.e. dispatch, ticketing, geo fencing alerts, maintenance etc.
Experience & Qualifications:
Bachelor’s Degree in any discipline
5 years of experience in Customer service.
Waste Management Industry experience will be an added advantage
Must be Bilingual – English & Arabic
Certification / Diploma in office customer service will be an added advantage
Knowledge & Skills:
Waste Management & Recycling knowledge
MS-Office (Word, Excel & PPT)
Good oral and written Communication skills in English & Arabic.
Customer Service Skills
Presentation skills
Letter writing skills
Marketing skills
Photoshop
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