Customer Service Clerk - 3

About the job Customer Service Clerk - 3QUALIFICATIONS : Secondary EducationEXPERIENCEExperience in Delivery of Customer Service3+ Years Customer Services or Service Desk ExperiencePrevious Utility ExperiencePrevious experience of Customer Management SoftwareFluent in bilingual language (written and verbal) in Arabic and EnglishPRINCIPAL ACCOUNTABILITIESCall off Secondment Staff for Public Relation DepartmentAnswering of customer calls, emails, web, fax, post, social media and other contact, with internal and external customers.Handling Switchboard callsHandling Outbound calls as neededFollow up on SRs as assignedTake ownership for resolving customers enquires and complaints promptly and efficiently, providing a solution in accordance with agreed company processes and procedures, and following up where necessary to ensure customer journey is managed well.Work on a 24/7 shift patternProvide concise, accurate, complete and informative responses to the customer.Recognise where customer issues require escalation and follow the escalation procedure.Follow pre-agreed troubleshooting processes, scripts and call guides as directed by CLIENT to ensure correct diagnosis and appropriate resolution.Accurately record customer information manually and using Customer Management Software, relevant to the resolution of the customer enquiry or issue.Maintain an up to date level of service and procedural knowledge and proactively seek out information where required.Contribute positively towards the achievement of performance targets in all aspects of the teams activities.Maintain target levels of productivity and performance, as outlined by the Team Leader, in relation to the performance metrics, e.g. Quality scores, Attendance and Punctuality, Resolution Rate and others, as agreed.Undertake duties of a general nature, or additional tasks, as may be required from time to time by their Team Leader.Feedback any trends noticed from customer calls to their Team Leader, as they are noticed.#J-18808-Ljbffr