الوصف الوظيفي
Qualifications Required-
Bachelor / Higher Diploma degree in any discipline from a recognized university;
1-2 years’ experience in similar post.
Fluent in English and Arabic (reading, writing, and speaking);
Excellent interpersonal and communication skills;
Excellent problem solving and conflict handling skills;
Computer literacy (MS Office tools).
Requirements1. Make sure that each CRM case is resolved and closed according to the standard operating procedures and processes .
2. Seek the excellence in solving all customers cases by increasing their level of satisfaction.
3. Check every case before closure on the correct mapping, case type, root cause and action and ensure customer issues are addressed and closed. Case closure process to be 100% followed.
4. Coordinate with concerned person(s) and/or department(s) to ensure cases are resolved within defined SLA and as per quality.
5. Update the customers on the status of their case by using phone, email, or others.
6. Forward the cases to concerned department/manager and follow up the evaluation and implementation of the feasible suggestions.
7. Highlight any area of improvement in enhancement the CRM system.
8. Highlight any area of improvement in reducing customer complaints.
9. Attend all trainings related to performing the job.
10. Perform other related duties and responsibilities associated with the position.
