Customer Service Representative - Dubai, United Arab Emirates - Sharaf DG LLC

Description

Job Description

• Promote and sell Etisalat plans tailored to businesses, institutions, government entities, and Emirati customers. Provide detailed information about plan features, benefits, and pricing to potential clients.
  
• Identify opportunities to enhance revenue through upselling and cross-selling of products or services.
  
• Ensure exceptional customer service, handling and resolving customer concerns promptly and professionally.
  
• Meet quality Key Performance Indicators (KPIs) related to customer service, such as response time, resolution time, and customer satisfaction scores.
  
• Collaborate with audit teams during Internal & external audits, ensuring compliance with industry regulations.
  
• Handling of Telecommunications Regulatory Authority (TRA) audits, ensuring compliance with relevant regulations.
  
• Contribute to internal mystery shopping initiatives to assess the quality of customer interactions.
  
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
  
• Handle customer complaints, and provide appropriate solutions and alternatives within the time limits.
  
• Identify and assess customers' needs to achieve satisfaction
  
• Follow communication procedures, guidelines, and policies
  
• Take the extra mile to engage customers. Respond promptly to customer inquiries.
  
• Recognize, document, and alert the team leader of trends in customer calls.
  
• Acknowledging and resolving customer complaints.
  
• Take the extra mile to engage customers. Respond promptly to customer inquiries.
  
• Knowing our products inside and out so that you can answer questions.
  
• Keeping records of customer interactions, transactions, comments, and complaints.
  
• Providing feedback on the efficiency of the customer service process.
  
• Ensure customer satisfaction and provide professional customer support.
  
• Handling the Mystery Shopper – Internal and External
  
• Ensure the Audit – Internal and External and handled with NO NCR
  
• Selling High-End plans – Business Plan/Emirati Plan
  
  

Requirements

· Experience (Yrs & Field) : Minimum 1-year experience in Call Centre Experience/Customer Care/Front Desk

Educational Qualification : Graduate (preferred)
Professional Certifications : Certification in customer service

Skills & Abilities:

• Excellent verbal and written communication skills

• Strong team player.

• Listening Skills.

• Multi-tasking.

• Problem solver

• Computer proficiency