WHAT YOU WILL DO
The Command Centre Agent/Executive- is responsible for primarily handling maintenance service request/calls/emails of multiple domains business group and complex queries simultaneously. Suggests new ideas and providing customer suggestions to Team Leaders with prudence to maintain and enhance the Emaar group image.
WHAT YOU WILL BE RESPONSIBLE FOR
•Put customer needs first, be energetic and provide first call resolution (FCR) to all the customers.
•Support Call Centre team with their inquiries
•Handle customer calls transferred from the call center.
•Handle contractors and technicians’ calls
•Monitor command center maintenance queue via field service view tracking.
•Evaluate problems of the maintenance request, verify details are good enough to log the request for the site team contractor to act upon
•Promptly coordinate with the Site team on regular intervals to ensure upcoming appointments are attended as well as necessary updates are done by them on existing one.
•Identify and escalate issues appropriately and ensure a timely response.
•Ensure best in class customer satisfaction is provided on the service request.
•Support customers on multiple channels and verify information as per process.
•Educate customers on procedures, and processes to ensure the interaction is valuable to the customer.
•Ensure escalations are followed up within specified timeline.
•Go the extra mile to WOW each Customer you connect with
•Build customer loyalty by follow-up of customer calls.
•Schedule adherence as per business requirements
•Works effectively within the team and contributes to a healthy team-oriented environment.
•Completes assigned tasks within given deadlines.
•Minimum Diploma Degree /bachelor’s degree
•Minimum 2 years of contact centre experience in a Soft Skill driven environment
•Good English language skills required. (Arabic language skills preferred)
•Excellent communication skills both written (Email/Chat) and verbal (Voice)
•Good problem-solving skills
•Strong interpersonal and organizational skill
•Good computer skills in all MS Office packages
•Comfortable to work within an agile team.
• Experience in Real estate
Let our experts design a Professional CV for you.