Customer Service (Market Operations Analyst)

الوصف الوظيفي
Key Responsibilities
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

المهارات
 Solid and stable experience in customer service.
 Analytical, quantitative and problem-solving aptitude is essential.
 A self-starter who is able to work independently.
 Ability to work under pressure and meet multiple deadlines.
 Highly numerate with degree from top tier University
 Previous experience or knowledge in eSourcing / procurement within either the public and/or private sector is advantageous
 Fluent written and verbal Arabic and English is essential, additional language/s are an advantage.

تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة تكنولوجيا المعلومات
طبيعة عمل الشركة صاحب عمل (القطاع العام)
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 2
الرقم المرجعي للوظيفة JB3841698
المرشح المفضل
المستوى المهني مبتدئ الخبرة
عدد سنوات الخبرة الحد الأدنى: 0 الحد الأقصى: 2
منطقة الإقامة الإمارات العربية المتحدة
الجنس ذكر
الشهادة بكالوريوس/ دبلوم عالي
العمر الحد الأدنى: 22 الحد الأقصى: 30

https://www.bayt.com/ar/uae/jobs/customer-service-market-operations-analyst-3841698/