Officer- Customer Experience

2 weeks ago

Jeddah, Saudi Arabia DP World Full time

**Key Accountabilities**:

- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Manage large amounts of incoming calls
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Go the extra mile to engage customers
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Advise on company information
- Suggest solutions when a product malfunctions
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records Compile reports on overall customer satisfaction

**QUALIFICATIONS, EXPERIENCE AND SKILLS:
- Proven customer support experience
- Strong phone contact handling skills and active listening
- Familiar with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- High school diploma or equivalent; college degree preferred
- Documentation Skills
- Listening Skills
- Phone Skills
- Resolving Conflict
- Multitask
- Negotiation Computer Skills

LI-MA8

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