5.B Job add

Customer Service

Confidential Company                                                                                                                           

MAIN RESPONSIBILITIES / ACCOUNTABILITIE: 

What can you expect on a daily basis? 

You will be reporting the client in Al Ain Team leader but as a customer service representative 

You will be customer focused 

• Answering customer queries (using telephone, email and chat), providing accurate information to the end customers using a central database of information 

• Handle customers’ cases in accordance with the case management processes defined 

• The service provided is to the standard our customers would expect as defined within the Service Level agreements 

• Ensure you adhere to the schedule of work agreed to ensure our customers are not disappointed 

Show a Willingness to learn 

• Show willingness to learn and commitment to your future, including working through areas of improvement that may result in improved service delivered to customers 

• Seek to be the most informed agent in the call center by ensuring you are compliantly with any client / process / product updates. 

. 

Be a Team Player 

• Share the day's performance with the Team leader sharing best practice and seeking feedback to ensure high customer satisfaction rating as per the feedback taken by various agencies/ authorities. 

• Address any problems/ grievances with the Team Leader that may have a bearing on productivity or efficiency. 

Occasionally as developing you we may also ask you to 

• Mentor the team members by floor walking 

• Prepare reports like daily productivity, leave report, etc 

• Adherence to norms specified by COPC certification and ISO 27001 specifications (as applicable to the process). 

• Provide inputs through forums to improve work procedures that can enhance overall team performance 

• Be a part of fun committee to organize events and fun activities for the team 

Ensure compliance to all Serco’s policy and procedures 

QUALIFICATION (Education): 

Graduate from a recognized Institute or University in any discipline OR Diploma Holder 

High School graduates 

DESIRED YEARS OF EXPERIENCE: 

1-2 years work experience (Preferred customer services experience wherever applicable) 

SKILLS / ABILITIES 

English/Arabic Language - Verbal & Written 

Must not have lisp, nasal voice, hoarseness or gruffness in the voice or regional accent 

Probing Skills 

Asking close and open ended questions 

Basic computer skills 

Appropriate typing speed: (Arabic ~15 wpm, English ~25 wpm 

Telephone Etiquette 

Basic Do’s and Don’ts of telephonic conversation 

Quality & Improvement Focus 

COMPETENCIES CRITICAL FOR THE ROLE (BEHAVIORAL): 

Customer Focus : Concerned to provide a prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met. 

Resilience : Maintains effective work behavior in the face of pressure and setbacks. Successfully adapts to changing demands and conditions. 

Communication : Speaks clearly and fluently and writes in a clear and concise manner. Uses appropriate style and language for communication. 

Team Work : Interacts with colleagues in an effective manner. Respects others and works well within the team. 

Willingness to learn : Understands technical and professional aspects of work and updates knowledge continuously.

1-How did you know about our company?                                                                                      

Through Jobs Abu Dhabi website.                                                                                                 

2 how many languages do you speak?                                                                                            

I speak two languages, Arabic and English.                                                                                   

                                                                                  

3- How do you feel when communicating with other people?                                                      

I feel confident while I'm talking with other people and I like to interact with other people.      

4- Do you have any computer skills?                                                                                            

Yes, I'm good at typing. Not to mention, I'm really good at Microsoft Office.                            

                            

5- Do you have any work experiences?                                                                                        

                I work for saaed for traffic system for two years

6- Do you prefer working with a team or by yourself?                                                                  

Both. Sometimes it's better to work with team to help each other and to learn from each other.

7- What are you weaknesses?                                                                                                        

I don't like routine!                                                                                                                        

                                                                                                                     

8- Why do you think you should be getting this job?                                                                    

Because my previous job had a similar role to this position. Plus, I think this environment will help me to improve my skills.                                                                                                                 

9- Do you have any questions?