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Back Office Representative
3 weeks ago
**Job Summary**:
The role holder ensures effective handling of non-direct customer interaction requests, such as escalated inquiries and complaints, and follows up on requests. The role also resolves written customer disputes based on call center referrals.
**Responsibilities**:
- Handle customer complaints and escalations with a strong focus on customer-oriented ethics.
- Interact with customers to ensure appropriate, timely, and fair resolutions.
- Build positive rapport with various types of customers during interactions.
- Ensure timely follow-ups and commitments to customers.
- Maintain detailed logs of customer complaints/requests in the system and follow up periodically.
- Update customers on the status of their inquiries or complaints.
- Escalate complex issues to the Senior Supervisor-Back Office as needed.
- Meet performance objectives set by the Senior Supervisor-Back Office.
- Stay updated on Kahramaa's services to provide accurate information to customers.
- Perform other related duties as requested by the immediate supervisor.
- Work shifts as directed by the supervisor or head of section.
**Knowledge, Skills, and Experience**:
- 5 years of customer service experience, including 2 years in a similar role.
- Strong knowledge of customer service practices and office procedures.
- Proficient in computer skills and standard office equipment.
- Excellent interpersonal skills.
**Job Types**: Temporary, Contract
Contract length: 6 months
Application Question(s):
- Will you be able to join immediately?
- Do you have minimum 5 years work experience in Customer Service?
- Do you have 2 years work experience as Back Office Representative?
**Language**:
- English (required)
- Arabic (preferred)
Application Deadline: 20/06/2024
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