Provide customers with the highest
level of service as per agreed department SLAs and KPIs to improve customer
satisfaction via professional & timely problem resolution, domain
knowledge, status update, willingness to help, timely call back and turn-around
time in accordance with Department SLAs. Handle complaints, customer queries,
resolve issues within specified timeliness in the related KPIs. Maintain
Customers database ensuring that customer details and contact information are
updated for timely and accurate reference. Conduct necessary research and
follow with other departments on behalf of the customer before coming up with
recommendations. Prepare exception forms and collect the evidence in the file to support
the exception for customers in line with ERCs policies & procedures for
management approval. Escalate customer issues and report major problems to
Customer Care & CRM Manager via CRM system. Provide status update to
customers on pending / ongoing cases and ensure continual CRM system update.
Maintain accurate customer history via interaction and Service request in accordance to CRM system. Provide root cause
analysis with recommendations and opportunities. Perform any other tasks
relevant to the Divisions activities,as assigned by the Head of Developer
Service.
Job Details
| Date Posted: | 2017-02-16 |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Real Estate; Architecture; Construction/Civil Engineering |
Preferred Candidate
| Career Level: | Mid Career |
| Gender: | Female |
| Nationality: | Egypt |
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