Customer Support Centre Agent
Al-Futtaim
- United Arab Emirates
- Permanent
- Full-time
- Ensure that all cases are accurately raised in CRM for follow up and accurate data recording
- Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received
- Follow department action plans to ensure an improved customer experience and a constant approach
- Work towards achieving first call resolution by finding and offering a solution to the customer
- Communicate with all customers in a positive, friendly and apathetic manner to provide a consistent meeting with the customer
- The transport management system should be monitored and customers contacted when delays are expected or when customers have requested a call back through the driver’s tablet
- Responsible for arranging schedules and workloads to ensure correct coverage at all times to ensure that service levels and the customer experience is improved
- Follow all guidelines and SOP’s set out by the health and safety department to ensure a safe working environment
- Report any risks hazards and unusual activity to your senior or manager immediately
- Follow department guidelines and processes to ensure that the customer support centre operates at optimal efficiency
- Follow the department business plans and action plans as agreed by the department management team
Bayt