CUSTOMER SERVICE EXECUTIVE

The Customer Service Executive is an essential role for effective customer communication, scheduling technicians, and the effective day-to-day running of the company: APPLICANTS MUST HAVE: Previous experience with the Business Process Outsourcing (BPO) industry, preferably with an international brand. Local/regional customer service experience for a distinct advantage. THE COMPANY Open since 2008, we are a market-leading maintenance company with a strong reputation in the industry, specializing in air conditioning, plumbing, electrical, and handyman services. To date, we have undertaken over 275,000 jobs for over 65,000 customers. CUSTOMER SERVICE Be the first point of customer contact for all forms of communication: phones, email, live chat, Whats App, social media, and website responses. Listen to and understand customers' maintenance requirements and book schedules for the correct technician. Where possible, send the relevant parts with the technician to complete the maintenance work in one visit. Collect advance payments and overdue balance payments from customers by phone and email. SCHEDULE Accurately dispatch technicians to the customer's address in a timely manner. Serve as the primary point of contact for customers and technicians and liaise with them throughout the day or night (i.e., cancellations, rescheduled jobs, new jobs, etc.). Send task details to technicians via SMS and Whats App. SYSTEM Coordinate and maintain access for residential communities and buildings. Keep customer accounts updated with access-specific notes and comments. Investigate and report customer history and tasks for problematic jobs. Schedule using MS Dynamics and maintain its accuracy. COMPETENCIES Planning and organizing – ability to prioritize workload accordingly and use initiative. Specialist knowledge – understands technical aspects of work and maintains technical knowledge. Problem solving and analysis – displays critical thinking, analyzes issues, and breaks them down into their component parts with a logical and methodical approach. Oral communication – speaks clearly, fluently, and in an effective manner. Written communication – writes in a clear and concise manner, using appropriate grammar, style, and language. Interpersonal/cultural sensitivity – interacts with others in a sensitive and effective way. Resilience and patience – maintains effective work behavior and patience in the face of setbacks or pressure. Attention to detail and accuracy – maintains attention to detail under pressure. SALARY PACKAGE 4,000 Dhs basic salary for 5 days, 45 hours a week. 150% overtime for additional hours. 200% overtime for anti-social nightshift hours (10 PM to 4 PM) – roughly 400 Dhs extra for 1 week of night shift. 150 Dhs monthly flight cash. Performance-related monthly bonus scheme (last 6 months average 400 Dhs a month). Transport to and from work. Medical insurance. Job Type: Full-time Experience: BPO Customer Service: 1 year (Required) Telephone and Email Customer Service: 1 year (Required) #J-18808-Ljbffr