Customer Support Centre Agent

Dubai, United Arab Emirates

https://www.mncjobsgulf.com/company/al-futtaim

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Job Description

Overview of the Role
You will ensure a seamless and inspiring customer experience across all non-face-to-face contacts, building trust and long-term relationships that contribute to commercial growth.
What You Will Do

Accurately log all cases in the CRM system for proper follow-up and data tracking.
Respond to customer emails and social media complaints within 24 hours, ensuring timely resolution.
Follow department action plans to consistently improve customer experience.
Aim for first call resolution by providing effective solutions promptly.
Communicate with customers in a positive, friendly, and empathetic manner to maintain brand trust.
Monitor the transport management system and proactively contact customers about delays or callback requests.
Arrange schedules and workloads to ensure adequate coverage and maintain high service levels.
Follow all health and safety guidelines and SOPs to maintain a safe working environment.
Report risks, hazards, or unusual activities immediately to senior staff or management.
Adhere to department processes and guidelines to optimize customer support center efficiency.
Follow the department's business and action plans as directed by management to meet goals.