Customer Experience Executive - Dubai, United Arab Emirates - Emaratech

    Emaratech
    Emaratech Dubai, United Arab Emirates

    6 days ago

    Description
    • Supports and provides service support via Phone, email and web portal ensuring effective resolution of customers' concerns in the quickest possible manner
    • Routing the issue to correct team by understanding the issue properly
    • Should act as a first point of contact for customers for all issues related to emaratech service support.
    • Gathers and Records accurate service support incident information
    • Listens and understands customers' concerns; provides required guidance and information using the available resources
    • Ensures complete control of the call by managing difficult customer situations, responding promptly to the needs of the customers; identifies and escalates issues as and when required
    • Performs primary investigation in all issues received
    • Follows up on escalated and re – assigned service support requests and tickets
    • Identify the solutions and contributes to the knowledge base and utilizes it as required
    • Provides service health feedback based on received requests and tickets
    Requirements
    • Minimum Diploma graduate or equivalent required
    • Knowledge of ITIL Foundation
    • Minimum 2 years of customer service
    • Experience in working on Service Management Systems
    • Fluent in Arabic

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