Assists in the development of Company’s Customer Services & Call Center policy and procedures in line with industry best practices and Company’s scope of works for all Customer Services/ Call Center activities.
Participates in establishing Company processes for recording of customer payment options, complaints resolution, metering, billing, credit & collection and all billing systems related topics.
Interacts with other Company divisions to establish customer service procedures and project data links.
Job Specific Accountabilities
Carries out his duties in accordance with specifications and Company policies and regulations.
Set up all Customers’ accounts (entering customer and account data from source documents within stated time limits)
Handling customer inquiries, complaints and provide appropriate solutions with time frame limits and follow up to ensure the resolution and closing customer complaints
Prepare and periodically present a management dashboard for review of customer complaint status
Follow up with the customer to ensure the invoices paid within the payment terms
Identify customer needs to achieve satisfaction
Build sustainable relationship with the customers through interactive communication (tel., email, face to face meeting, etc)
Provide accurate, valid , complete information, deals and promotions
Handle customer complaints and provide appropriate solutions with time frame limits SLAs with support from concerned department.
RequirementsMinimum Qualification
Bachelor Degree or equivalent.
Minimum Experience & Knowledge & Skills
10 years of experience in customer support services; preferably a utility business.
IT literate, with experience in MS Office applications.
Fluent in English language with good oral and written communication skills. Fluency in Arabic language will be a positive advantage.
Strong interpersonal skills, with the ability to communicate at a senior level
