Customer Service Coordinator
Al Nahiya Group
- Abu Dhabi
- Permanent
- Full-time
- Assists in the development of Company’s Customer Services & Call Center policy and procedures in line with industry best practices and Company’s scope of works for all Customer Services/ Call Center activities.
- Participates in establishing Company processes for recording of customer payment options, complaints resolution, metering, billing, credit & collection and all billing systems related topics.
- Interacts with other Company divisions to establish customer service procedures and project data links.
- Carries out his duties in accordance with specifications and Company policies and regulations.
- Set up all Customers’ accounts (entering customer and account data from source documents within stated time limits)
- Handling customer inquiries, complaints and provide appropriate solutions with time frame limits and follow up to ensure the resolution and closing customer complaints
- Prepare and periodically present a management dashboard for review of customer complaint status
- Follow up with the customer to ensure the invoices paid within the payment terms
- Identify customer needs to achieve satisfaction
- Build sustainable relationship with the customers through interactive communication (tel., email, face to face meeting, etc)
- Provide accurate, valid , complete information, deals and promotions
- Handle customer complaints and provide appropriate solutions with time frame limits SLAs with support from concerned department.
- Bachelor Degree or equivalent.
- 10 years of experience in customer support services; preferably a utility business.
- IT literate, with experience in MS Office applications.
- Fluent in English language with good oral and written communication skills. Fluency in Arabic language will be a positive advantage.
- Strong interpersonal skills, with the ability to communicate at a senior level