Customer Care Executive
Emaar -
Mokattam, CairoPosted 9 years ago703Applicants for1 open position
- 13Viewed
- 5In Consideration
- 4Not Selected
Job Details
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Job Description
- Attend to walk-in customers with minimum waiting time using Q-ing system
- Return customer calls (received from Call Centre via Service Requests with turn-around time of 4 hours)
- Reply to customer emails, letters and faxes within 48 hours
- Be courteous, polite, helpful and professional in customer approach
- Maintain accurate customer history in Oracle via ‘Interactions’ and ‘Service Requests’ in accordance with Customer Care SLAs
- Handle complaints, customer queries, resolve issues within specified timelines (as per SLA and use of Priorities)
- Conduct necessary research and follow with other departments on behalf of the customer before coming up with recommendations
- Provide status update to customers on pending / ongoing cases
- Escalate customer issues and report major problems to Superiors
- Prepare ‘Exception Forms’ and collect the evidence in the file to support the exception for customers in line with Policies & Procedures for management approval
- Provide clarification to customers with regard to Customer Life Cycle Policies & Procedures
- Attend weekly staff meetings and proactively raise issues for group discussions and information sharing
- Collect customer feedback from walk-in customers
Job Requirements
Qualifications:
- Graduate with Bachelor Degree
- Legal background with knowledge in transferring the ownership of the property.
- Training courses / additional qualifications
- Administrative or customer service experience of 3-5 years
Competencies required:
- Customer Focus
- Team work
- Communication Skills
- Problem Solving
- Planning & Organising
- Discipline
- Perseverance
- Continual Improvement