الوصف الوظيفي
Purpose of the job :
Meet & greet customers over phone or in person, receive applications for chilled water services – disconnection, reconnections & new connections. Formalize customer account with Emicool and regularize chilled water Service Level Agreements within the geographical domains of Emicool. Receive payments, issuance of receipts, mitigate customer’s queries, issuance of clearance letters.
المهارات
Key Activities and Tasks:
Communicates with customers by phone or face-to-face to receive orders for installation, turn-on, discontinuance, or change in service. Apply MIMO “IR’s”, follow ups on IR’s and ensure closure within the set guidelines and KPI’s of CSS.
Ensure closure of MIMO receivables and payables as per the set guidelines & KPI of CSS.
Completes contract documentation, prepares check list Ensure all contracts are issued as per set procedures & ensure receipt & regularization as per the set guidelines and KPI’s of CSS.
Supervise colleague in Customer Service in the absence of Customer Section Manager.
Ensure that Customer Service Representatives and Call Center Agents are adhering to customer complaint resolution process. Ensure customers are attended in a timely manner without queuing.
Maintain professional work-environment, act as role models, ensure policies and procedures are followed, escalate deviances, non-conformities and customer grievances to Customer Service Manager
Makes appropriate referrals, orally or in writing to Head of Section in the event of excessive bill claims, bills reading variances and other complaints as per the set guidelines of escalations process.
Educate customers about the district cooling, its advantages, billing, energy saving tips & importance of maintenance.
Records, follows-up and resolves billing or service complaints, referring grievances to designated departments/individuals for investigation where appropriate.
Maintains records and files and data.
Update seniors on pending activities related to IR’s, CR’s, Contracts & payments.
Promote Home Service & Fast Track services.
Make sure customers are attended in a timely manner without queuing.
Allocation of bulk payments.
Undertakes similar, related or new work as assigned by Customer Service Manager or Senior management.
Move between sites as and when required as per the given instructions.
Timely creation, of B2B, B2C chilled water contracts and submit them for approval of Emicool Management
Receive, follow-up & close customer escalations within 10 days.
تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة خدمات المرافق
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني مبتدئ الخبرة
عدد سنوات الخبرة الحد الأقصى: 3
منطقة الإقامة الإمارات العربية المتحدة
الشهادة بكالوريوس/ دبلوم عالي
العمر الحد الأقصى: 30
https://www.bayt.com/ar/uae/jobs/customer-service-executive-4282416/
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