Senior Support Specialist

7 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia The Red Sea Development Company Full time
About the Role

This is an exciting opportunity to join our team as a Senior Specialist Call Agent, where you will be responsible for delivering exceptional customer service within the Utilities sector. As a key member of our team, you will work closely with customers across all utilities, receiving calls, complaints and updates while adhering to the highest standards of customer satisfaction goals and KPIs.

Responsibilities
  • Enhance customer service operations to ensure high levels of customer satisfaction by implementing and executing tasks and activities as laid out in SLAs.
  • Manage customer calls, complaints and requests, record details and liaise with relevant departments for resolution.
  • Deliver top-tier service in all customer interactions, ensuring concise and accurate communication while delivering solutions in a timely manner.
  • Assign Ticket Numbers to customers' complaints/requests and assign to relevant departments for resolution, follow up internally to ensure timely resolution.
  • Update status of customers' complaints/requests after closure or escalate to higher authorities for further investigation.
  • Maintain central repository of customer data and conduct customer satisfaction surveys and feedback from time to time.
  • Analyze results and identify areas for improvement, contribute to identification of opportunities for continuous improvement of department's systems, processes and practices.


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