Customer Service Executive Seddiqi Holding Dubai

Customer Service Executive at Seddiqi Holding in Umm Al Sheif, Dubai, UAE will be responsible for attending promptly to customers and prospects’ calls, e-mails, faxes, online enquires and SMS’ and offering an effective, consistent and professional service or assistance. The job holder is also in charge of making outbound calls according to provided scripts to support different operations in the company. This is an intermediate level and full time role with salary ranges from 5000 AED to 7000 AED per month.

Responsibilities

• To serve customers more efficiently and consistently, and to log prospect details for future communication and ROI tracking of marketing activities, the system handles several types of enquiries coming via different channels, including telephone, email, website, SMS, social media, and voice mail.
• Agents must ensure to handle inquiries within the defined SLAs.
• Performs general inbound calls answering, helping the customers in their enquiries – about product availability, product pricing, after sales related etc.
• Registers complaints and suggestions the customers share whilst calling the contact center. Provides resolution if possible.
• Checks website and email enquiries on ongoing basis to ensure that customers are given immediate responses and SLA are adhered to.
• Company sends acknowledgment emails to advise customers that it is handling their inquiries.
• Coordinates with the concerned parties whenever enquiries cannot be resolved in the contact center. And ensures follow up until final resolution.
• Checks voice mails regularly – identifies the caller, takes the necessary action internally or contacts the customer back for assistance.
• Checks Incoming SMS & takes the necessary action according to the nature of the request. Sales enquiry, service clarification, request for call, etc.
• Immediately responds to enquiries following provided bilingual templates and approved procedures.
• Creates and maintains primary database of “prospects” for various divisions from latent market sources, different websites and SMS responses in order to decrease dependency on third party database suppliers. And increase direct marketing campaigns effectiveness in terms of response rate.
• Company conducts customer satisfaction surveys according to a defined script. And collects customer feedback to ensure it hears the customer voice at all times.
• Conduct customer calls to verify data actively and prevent the creation of duplicate information in the customers’ database.
• Informs or reminds customers about planned events and registers their confirmation of attendance.

Requirements for Role of Customer Service Executive

• Bachelors degree or equivalent.
• 2 to 3 years of experience in Customer Service or related experience.
• Minimum of 1-year contact center experience.

Technical Training Administrator Seddiqi Holding Dubai

Tagged as: Customer Service Executive