Customer Experience Executive (Arabic Speaker)

ResponsibilitiesSupports and provides service support via Phone, email and web portal ensuring effective resolution of customers’ concerns in the quickest possible mannerRouting the issue to correct team by understanding the issue properlyShould act as a first point of contact for customers for all issues related to emaratech service support.Gathers and Records accurate service support incident informationListens and understands customers’ concerns; provides required guidance and information using the available resourcesEnsures complete control of the call by managing difficult customer situations, responding promptly to the needs of the customers; identifies and escalates issues as and when requiredPerforms primary investigation in all issues receivedFollows up on escalated and re – assigned service support requests and ticketsIdentify the solutions and contributes to the knowledge base and utilizes it as requiredProvides service health feedback based on received requests and ticketsQualificationsMinimum Diploma graduate or equivalent requiredKnowledge of ITIL FoundationMinimum 2 years of customer serviceExperience in working on Service Management SystemsFluent in Arabic#J-18808-Ljbffr