• Assists in the development of Company\xe2\x80\x99s Customer Services & Call Center policy and procedures in line with industry best practices and Company\xe2\x80\x99s scope of works for all Customer Services/ Call Center activities.

• Participates in establishing Company processes for recording of customer payment options, complaints resolution, metering, billing, credit & collection and all billing systems related topics.

• Interacts with other Company divisions to establish customer service procedures and project data links.

• Carries out his duties in accordance with specifications and Company policies and regulations.

• Set up all Customers\xe2\x80\x99 accounts (entering customer and account data from source documents within stated time limits)

• Handling customer inquiries, complaints and provide appropriate solutions with time frame limits and follow up to ensure the resolution and closing customer complaints

• Prepare and periodically present a management dashboard for review of customer complaint status

• Follow up with the customer to ensure the invoices paid within the payment terms

• Identify customer needs to achieve satisfaction

• Build sustainable relationship with the customers through interactive communication (tel., email, face to face meeting, etc)

• Provide accurate, valid , complete information, deals and promotions

• Handle customer complaints and provide appropriate solutions with time frame limits SLAs with support from concerned department.

• Bachelor Degree or equivalent.

• 10 years of experience in customer support services; preferably a utility business.

• IT literate, with experience in MS Office applications.

• Fluent in English language with good oral and written communication skills. Fluency in Arabic language will be a positive advantage.

• Strong interpersonal skills, with the ability to communicate at a senior level

Al Nahiya Group