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Customer Care Executive

Emaar
Mokattam, Cairo
Posted 9 years ago
703Applicants for1 open position
  • 13Viewed
  • 5In Consideration
  • 4Not Selected
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Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

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

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