Customer Experience Agent

Job Description

Responsibilities

• Execute and support Customer Care Incharge/Manager in Implementation of strategies useful in improving customer relationship, dedication, and satisfaction.
• Support in Implementation of customer service procedures, policies and standards for organization or department therby contributing in achieving SLA and KPI's.
• Contribute in achieving customer satisfaction goals, programs and plans and support to meet them on steady basis.
• Ensures that all customer complaints and service inquiries are handled in a professional, accurate, efficient and friendly manner.

Operational

• Handling Incoming/Outgoing calls, greeting the caller and to provide information on registered request or complain or to register a new complain.
• Registering complaints/Job requests in CAFM, ensuring recording details, prepares change of address records, and updates information, monitor client specific applications for new jobs/requests.
• Refer registered request/Complain to concerned designated department/personnel to get it resolved, taking a feedback on the close out and updating in the system and also to update the status to customer if received enquiries on the status.
• Checking helpdesk emails, Web/App Complaints request from customers, monitoring abandoned calls and calling back the customers.
• Preparing Daily/Weekly/Monthly/yearly reports.
• Login/Logout according to the shift timings.

People Management

• To have an excellent relationship with the other department and team memebers to ensure deliver meets/exceeds Customer requirements.
• Handling escalations and escalating when needed to the relevant department.

Product/Process Improvement

• Carry out customer satisfaction survey as & when requested and thereby contributing in identifying gaps for process and customers expectation improvements

Qualifications

• ****Education & Certifications:****
• PREFERRED : Bachelor degree in any discipline or High School Diploma.
• MINIMUM :

Knowledge & Skill

• Knowledge of customer care processes and best practices.
• Computer sskills/CAFM.
• Communication and interpersonal skills, multilingual.
• Good organizational and time management skill.

Experience

• PREFERRED : Relevant Experience in UAE or Gulf preferred .
• MINIMUM : 1 to 2 years, preferable experience in similar role.